Job ID: VA-698431 (95491125)
Location: Richmond, VA OAG
Duration: 12 Months
Interview: Both Web Cam and In Person Interview
Skills:
Assist in developing long-term strategies and capacity planning for meeting future end-user device needs. Required 5 Years
Evaluate documented resolutions and analyze trends for ways to prevent recurring issues. Required 5 Years
Alert management to emerging trends in incidents. Required 5 Years
Assist in developing long-term strategies and capacity planning for meeting future AV equipment and corporate technology needs. Desired 5 Years
Collaborate with organizational policymakers to establish and enforce proper AV practices and procedures. Desired 5 Years
Conduct research on end-user devices in support of standardization and procurement efforts. Evaluate and recommend products for purchase. Required 5 Years
Write technical specifications for purchase of end-user devices and related products. Required 5 Years
Deploy pre-packaged software as needed using automated deployment tools. Required 5 Years
Assist in software releases and rollouts according to change management best practices. Required 5 Years
Advise on the purchase of new AV equipment; assist with its installation. Desired 5 Years
Conduct research on, and make recommendations for, AV products in support of procurement and development efforts. Desired 5 Years
Place orders for AV equipment and consumables; inspect and verify all AV deliveries upon receipt. Desired 5 Years
Act as an escalation point for advanced or difficult help requests. Required 5 Years
Escalate incidents with accurate documentation to suitable technician or vendor, when required. Required 5 Years
Record, track, and document the service desk incident-solving process to resolution. Required 5 Years
Use remote tools and diagnostic utilities to aid in troubleshooting. Required 5 Years
Research solutions through internal and external knowledgebase as needed. Required 5 Years
Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes Required 5 Years
Install antivirus software and ensure virus definitions are up to date. Required 5 Years
Test fixes to ensure problem has been adequately resolved. Required 5 Years
Perform post-resolution follow-ups with Level I Technicians as required. Required 5 Years
Develop help sheets and FAQ lists for end users. Required 5 Years
Contribute to technician knowledgebase and training as needed. Required 5 Years
Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions Required 5 Years
Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes. Required 5 Years
Record and manage equipment sent to repair depots for equipment under warranty or service contracts. Required 5 Years
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, mobile devices, related hardware/software to deliver required SLA Required 5 Years
Manage, deploy, and secure end-user workstations and mobile devices and applications across the agency using system management tools Required 5 Years
Use system management tool for system imaging, endpoint protection, patch management, software distribution, and endpoint/mobile device management. Required 5 Years
Assess the need for and implement performance upgrades to end-user devices based on software technical specifications. Required 5 Years
Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s end-user computing environment. Required 5 Years
Where required, administer, and resolve issues with associated end-user workstation networking software products Required 5 Years
Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents. Required 5 Years
Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers. Required 5 Years
Ensure that physical deskside connections (RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) work properly Required 5 Years
Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports. Required 5 Years
Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations. Required 5 Years
Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed. Required 5 Years
Liaise with third-party support and equipment vendors Required 5 Years
Identify and deliver required audio-visual service levels according to company policies and user requirements. Desired 5 Years
Set up, configure, test, maintain, monitor, and troubleshoot teleconferencing equipment, multimedia devices, televisions, monitors, projectors, Required 5 Years
Receive and respond to incoming calls and/or e-mails regarding AV software/hardware problems. Required 5 Years
The Technical Support Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance; actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. This role also supports and maintains in-house audio-visual conference room equipment. This includes operating and maintaining various electronic products while ensuring their optimal performance. This person will also troubleshoot problem areas in a timely and accurate fashion and provide end-user training and assistance where required.
Responsibilities
Strategy & Planning
• Assist in developing long-term strategies and capacity planning for meeting future end-user device needs.
• Able to support a variety of devices at our primary office and remote locations that include Fairfax, Roanoke, and Abington.
• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
• Alert management to emerging trends in incidents.
• Assist in developing long-term strategies and capacity planning for meeting future AV equipment and corporate technology needs.
• Collaborate with organizational policymakers to establish and enforce proper AV practices and procedures.
Acquisition & Deployment
• Conduct research on end-user devices in support of standardization and procurement efforts. Evaluate and recommend products for purchase.
• Write technical specifications for purchase of end-user devices and related products.
• Deploy pre-packaged software as needed using automated deployment tools.
• Assist in software releases and rollouts according to change management best practices.
• Maintain up-to-date knowledge of AV equipment contracts and supervise contract-based installations.
• Advise on the purchase of new AV equipment; assist with its installation.
• Conduct research on, and make recommendations for, AV products in support of procurement and development efforts.
• Place orders for AV equipment and consumables; inspect and verify all AV deliveries upon receipt.
Operational Management
• Assisting in providing Level I support when request volumes are high.
• Act as an escalation point for advanced or difficult help requests.
• Build rapport with service desk customers.
• Escalate incidents with accurate documentation to suitable technician or vendor, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Install antivirus software and ensure virus definitions are up to date.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups with Level I Technicians as required.
• Develop help sheets and FAQ lists for end users.
• Contribute to technician knowledgebase and training as needed.
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.
• Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.
• Record and manage equipment sent to repair depots for equipment under warranty or service contracts.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, mobile devices, and related hardware and software to deliver required deskside service levels.
• Manage, deploy, and secure end-user workstations and mobile devices and applications across the agency using system management tools, including system imaging, endpoint protection, patch management, software distribution, and endpoint/mobile device management.
• Assess the need for and implement performance upgrades to end-user devices based on software technical specifications.
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s end-user computing environment.
• Where required, administer, and resolve issues with associated end-user workstation networking software products.
• Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents.
• Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers.
• Ensure that physical deskside connections (RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order.
• Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations.
• Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed.
• If necessary, liaise with third-party support and equipment vendors.
• Identify and deliver required audio-visual service levels according to company policies and user requirements.
• Set up, configure, test, maintain, monitor, and troubleshoot teleconferencing equipment, multimedia devices, televisions, monitors, projectors, recording equipment, speaker sets, digital cameras/camcorders, and other presentation equipment.
• Receive and respond to incoming calls and/or e-mails regarding AV software/hardware problems.
• Work with vendor support team to perform or coordinate onsite analysis, diagnosis, and resolution of complex AV hardware problems for a variety of end users, and recommend and implement corrective solutions, including offsite repair as needed.
• Document instances of AV equipment failure, repair, installation, and removal.
• Tag or label AV equipment owned by the organization; periodically audit inventories to mitigate risk of damage or theft.
Position Requirements
Formal Education & Certification
• College diploma or university degree in the field of computer science and/or 5 years equivalent work experience.
• Certifications in CompTIA A+, CompTIA Network+, and CompTIA Security+.
Knowledge & Experience
• Excellent technical knowledge of PC internal components.
• Hands-on hardware troubleshooting experience.
• Working technical knowledge of current protocols, operating systems, and standards.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Knowledge of advanced computer hardware.
• Experience with desktop and server operating systems.
• Extensive application support experience.
• Working knowledge of a range of diagnostic utilities.
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Strong documentation skills.
Personal Attributes
• Ability to conduct research into a wide range of computing issues is required.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly, business-friendly, and technical language.
• Understanding of the organization’s goals and objectives.
• Proven analytical and problem-solving abilities, with keen attention to detail.
• Highly self-motivated and directed with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Exceptional customer-service orientation.
• Driver’s license in good standing.
Work Conditions
• On-call availability on rotation.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.