Senior Technical Support Analyst

Job Description: Determine the needs of the region for hardware, software, upcoming projects, and more. Communicate the needs of the region to the IT Operations Center. Demonstrate servant leadership through collaborative strategic and tactical planning to achieve the holistic goals of the IT Operations Center. Direct users to the appropriate source of help based on needs. Respond to requests of the assigned region for IT Support in the client IT Service Portal. Coach staff through troubleshooting computer, hardware, phone, mobile phone, asset inventory, and software issues. dvise users on how to use technology or what technology exists to meet their business needs or communicates those needs to the IT Operations Center for advice. Provides coordination and assistance with Asset Management, PC Refresh, Phone System Issues, Printer Refreshes, etc. Escalates any urgent issues and outages to the IT Operations Center, Information Security Office, and VITA when necessary. ctively tracks current and future initiatives, needs, issues, concerns, projects, and action items. Regularly meets with District IT and Business Manager staff to discuss IT. Provides weekly reports on the status of operations and the above-listed tracked activities to the IT Operations Center. Communicates new technologies, opportunities, events, changes, policies, best practices, and procedures to the assigned region. Required Qualifications: Bachelors degree in an Information Technology related discipline work experience may meet this requirement in lieu of a degree at the hiring managers discretion. Knowledge of IT Service Management: Incident, Change, Service Request, and Asset Management. General working knowledge of MS 365 applications, including Word, PowerPoint, Excel, Outlook, Forms, SharePoint, Teams, Bookings, etc. Experience leading meetings, collecting requirements, finding solutions, escalating issues, researching issues and solutions, and preparing comprehensive reports. Experience in continual service improvement initiatives, project management, project coordination, governance, and risk management. Experience troubleshooting hardware and software hands-on or from a service desk. Drives performance. Holds self and others accountable. Delivers results first time right. Never settles for status quo. Willing to have tough conversations. sks for feedback and takes action to improve. Demonstrated skills in creating professional communications to users. Demonstrated success in managing and prioritizing work. 1+ years of experience using Service Now. Works collaboratively. Seeks out the experience of others with the aim for better results. Open-minded regardless of where ideas originate. Flexible and easy to work with. Must be a self-starter and a team player with a positive attitude. Excellent written and verbal communication skills. Excellent attention to detail. Excellent training and facilitation skills. Excellent project management skills and ability to manage multiple priorities. Preferred Qualifications: Microsoft Office Specialist Certification - Associate or Above. ServiceNow and/or Teams development and configuration skills. Knowledge of and previous experience with Virginia Information Technologies Agency (VITA).