Technical Support Analyst 4

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Location(s): Petersburg, VA (Hybrid)

Description:
A state government agency has identified a need for regional IT Service Support that will also assist with PC Refresh activities throughout the state.

IT Service Support - PC Refresh

The position will report to the Office of Information Management's IT Operations Center and will perform various tasks to help direct IT requests through the appropriate channels, communicate regional IT needs, and serve as the primary IT liaison for the assigned region. The candidate will be responsible for scheduling refresh appointments, imaging devices, deploying equipment, transferring data, installing applications, and performing hardware setup and troubleshooting. Candidates should be comfortable managing their own workload and, ideally, coordinating refreshes and deployments directly with end users.

Daily Duties Include but Are Not Limited To:

• Determine regional needs related to hardware, software, upcoming projects, and technology initiatives.
• Communicate regional needs to the IT Operations Center.
• Demonstrate servant leadership through collaborative strategic and tactical planning to achieve operational goals.
• Direct users to the appropriate source of support based on their needs.
• Assist staff with troubleshooting computer, hardware, phone, mobile device, asset inventory, and software issues.
• Advise users on available technologies to meet business needs or communicate those needs to the IT Operations Center for guidance.
• Provide coordination and assistance with Asset Management, PC Refresh projects, phone system issues, printer refreshes, and related activities.
• Escalate urgent issues and outages to the appropriate IT operations, security, and support teams when necessary.
• Track current and future initiatives, needs, issues, concerns, projects, and action items.
• Provide weekly status reports on operations and tracked activities to the IT Operations Center.
• Communicate new technologies, opportunities, events, changes, policies, best practices, and procedures to the assigned region.

Skills:

• Knowledge of IT Service Management: Incident, Change, Service Request, and Asset Management - Required, 1 Year
• General working knowledge of MS 365 applications, including Word, PowerPoint, Excel, Outlook, Forms, SharePoint, Teams, Bookings - Required, 1 Year
• Experience troubleshooting hardware and software hands-on or from a service desk - Required, 1 Year
• Demonstrated skills in creating professional communications to users. Demonstrated success in managing and prioritizing work - Required, 1 Year
• Must be able to write clear emails explaining technical issues and work toward solution and have the ability to follow up with user/district as need - Required, 1 Year
• Must be able to meet with staff and converse about needed technical resolutions and get as much information as possible during the meeting - Required, 1 Year
• Must have a basic understanding of various types of technology and the ability to research them to troubleshoot possible technical issues - Required, 1 Year
• Experience working on PC Refresh projects - Required, 1 Year
• Demonstrated knowledge of Virginia Information Technologies Agencies policies - Required, 1 Year
• Hardware/software troubleshooting experience - Highly desired, 1 Year

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.