VDH Technical Support Analyst 3

RICEFW Technologies Inc; United States; On-site; USD 33,000 - 44,000; Part time

Job summary

RiceFW Technologies Inc. is seeking a part-time IT support specialist to assess district technology needs and provide ongoing technical assistance.

The role will operate three days per week for three months, with a transition to a permanent part-time position maintaining similar weekly hours. The candidate will support hardware, software, systems, and security controls while coordinating with VDH IT Operations Center and VITA for guidance.

Qualifications

• Knowledge of IT Service Management processes (Incident, Change, Service Request, Asset Management).
• General knowledge of MS 365 apps (Word, PowerPoint, Excel, Outlook, SharePoint, Teams).
• Experience leading meetings and configuring audio equipment.
• Experience troubleshooting hardware and software hands-on or via service desk.
• Ability to write professional communications to users.
• Strong ability to manage and prioritize work.
• Ability to write clear technical processes and simple instructions.
• Ability to write emails explaining technical issues and follow up with users.
• Ability to meet with staff to gather information for resolutions.
• Ability to research various technologies to troubleshoot issues.
• Experience on PC Refresh projects with Virginia Commonwealth agencies.
• Knowledge of Virginia IT policies and processes.
• Team player with collaboration.
• Experience with office relocations (preferred).
• Experience with EHR implementation (preferred).

Responsibilities

• Evaluate district needs for hardware, software, systems, and upcoming technology projects.
• Track current and future initiatives, issues, concerns, and action items.
• 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.
• Document, maintain, upgrade, or replace hardware and software systems.
• Maintain accurate district asset inventory records.
• Review and recommend procurement of information technology equipment.
• Maintain required security controls over software and related systems.
• 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.

Skills

IT Service Management

MS 365

Meeting facilitation

Hardware troubleshooting

Technical communication

Project management

Job description

NA .

This is a 3 day per week role for a total of hours per week for three months and then the position will be transitioned to a permanent Wage (part-time) position but still at hours per week.

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.
• Maintain accurate district asset inventory records.

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.

Issue Escalation

• 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.

Required/Desired Skills
SkillRequired /DesiredAmountof ExperienceKnowledge of IT Service Management: Incident, Change, Service Reequest, and Asset ManagementRequired1YearsGeneral knowledge of MS 365 applications: including WORD, Powerpoint, Excel, Outlook, SharePoint, TeamsRequired1YearsExperience leading meetings, configuring audio equipmentRequired1YearsExperience toubleshooting hardware and software-hands on or from a service deskRequired1YearsExperience creating professinal communications to usersRequired1YearsDemonstrated success in managing and prioritizing workRequired1YearsMust have basic understanding of writing technical processes and instructions to simply processes for user.Required1YearsMust be able to write clear emails explaining technical issues and work toward solution and have the ability to follow up with user/district as neededRequired1YearsMust be able to meet with staff and converse about needed technical resolutions and get as much information as possible during the meeting.Required1YearsMust have a basic understanding of various types of technology and the ability to research them to trouble shoot possible technical issuesRequired1YearsExperience working on PC Refresh projects with one or more Executive Branch agencies within the Commonwealth of VirginiaRequired1YearsDemonstrated knowledge Virginia Information Technologies Agencies policies and processes regarding PC RefreshRequired1YearsMust demonstrated success working as a team member and collaborating to achieve objectives.Required1YearsDemonstrated experience planning, executing, supporting full office relocations, including structured cabling, network wiring, equipment setupHighly desired1YearsExcellent project management skills and ability to manage multiple prioritiesHighly desired1Years

QuestionsNo.QuestionQuestion1Commonwealth of Virginia security policies prohibit the use of offshore IT contractors. Do you attest to the fact that your candidate will physically reside within the US for the duration of the assignment?Question2What is your candidate s email address?