Technical Support Analyst

Mbi Llc; Petersburg (VA); On-site; USD 42,000 - 68,000; Full time

Job summary

Mbi LLC in Petersburg, VA is seeking an IT support specialist to assess technology needs, provide hardware and software support, and maintain systems. The role emphasizes evaluating district projects, guiding users, and coordinating with IT operations and security teams.

Strong communication and documentation skills are essential for success. Candidate will support office relocations, familiarity with PC refresh programs in Virginia, and ongoing collaboration with staff to resolve technical

Qualifications

• Knowledge of IT Service Management: Incident, Change, Service Request, and Asset Management
• General knowledge of MS 365 applications: Word, PowerPoint, Excel, Outlook, SharePoint, Teams
• Experience leading meetings, configuring audio equipment
• Experience troubleshooting hardware and software hands-on or from a service desk
• Experience creating professional communications to users
• Demonstrated success in managing and prioritizing work
• Basic understanding of writing technical processes and instructions
• Ability to write clear emails explaining technical issues and follow up with users
• Ability to meet with staff to gather information for resolutions
• Basic understanding of various technologies and researching them to troubleshoot
• Experience on PC Refresh projects with Virginia Executive Branch agencies
• Knowledge Virginia IT policies and processes regarding PC Refresh
• Team player and collaborative
• Experience planning and executing full office relocations with cabling and setup
• Project management skills with multiple priorities

Responsibilities

• Assess district technology needs and plan related projects.
• Provide technical assistance for applications, hardware, and systems.
• Maintain and document hardware and software systems.
• Review and recommend IT equipment procurement and security controls.
• Advise users on technologies to support business needs.
• Escalate outages to IT Operations Center and VITA as needed.
• Support office relocations and related IT moves as required.

Job description

Assessing, maintaining, supporting district’s technology: including hardware, software, systems, upcoming technology initiatives. Ensures reliable operations, provides technical assistance, supports planning, execution of technology?related projects.

Key Responsibilities

Technology Needs Assessment

• Evaluate district needs for hardware, software, systems, and upcoming technology projects.
• Track current and future initiatives, issues, concerns, and action items.

Technical Support & Troubleshooting

• Provide technical assistance for applications, hardware, and system-related issues.
• Maintain, analyze, troubleshoot, and repair computer systems, hardware, and peripherals.
• Coach staff through troubleshooting computers, hardware, phones, mobile devices, asset inventory tools, and software issues.

Systems Maintenance & Documentation

• Document, maintain, upgrade, or replace hardware and software systems.

Procurement & Security

• Review and recommend procurement of information technology equipment.
• Maintain required security controls over software and related systems.

User Support & Technology Guidance

• Advise users on available technologies that support business needs.
• Communicate user needs to the VDH IT Operations Center or VITA for additional guidance or solutions.
• Escalate urgent issues and outages to the VDH IT Operations Center, Information Security Office, and VITA as appropriate.

Additional Experience (Preferred)

• Experience supporting office relocations, including server moves and telephone setup.
• Experience initiating or supporting Electronic Health Records (EHR) implementation.

Fill the skill matrix below:

Skill

Amount

Candidate's No. of years of experience

Knowledge of IT Service Management: Incident, Change, Service Reequest, and Asset Management

Required

1

General knowledge of MS 365 applications: including WORD, Powerpoint, Excel, Outlook, SharePoint, Teams

Required

1

Experience leading meetings, configuring audio equipment

Required

1

Experience toubleshooting hardware and software-hands on or from a service desk

Required

1

Experience creating professinal communications to users

Required

1

Demonstrated success in managing and prioritizing work

Required

1

Must have basic understanding of writing technical processes and instructions to simply processes for user.

Required

1

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 needed

Required

1

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

Must have a basic understanding of various types of technology and the ability to research them to trouble shoot possible technical issues

Required

1

Experience working on PC Refresh projects with one or more Executive Branch agencies within the Commonwealth of Virginia

Required

1

Demonstrated knowledge Virginia Information Technologies Agencies policies and processes regarding PC Refresh

Required

1

Must demonstrated success working as a team member and collaborating to achieve objectives.

Required

1

Demonstrated experience planning, executing, supporting full office relocations, including structured cabling, network wiring, equipment setup

Highly desired

1

Excellent project management skills and ability to manage multiple priorities

Highly desired

1