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Technical Support
Ref No.: 18-20908
Location: Glen Allen, Virginia
Job Title: Technical Support 
Location: Glen Allen, VA

Provide workstation, and end user support. Provide maintenance and troubleshooting for 24/7 system with 350 users. Accurately troubleshoots and provides first-line diagnosis for all platforms and common business software and applications. Supports IT Replacement Program as assigned - includes: Configures, images, installs and maintains desktop and laptop workstations including building and deploying standardized computer software images and installing and personalizing computers at the individual user desk by transferring user files, shortcuts and settings to individual desktops and configuring, installing and updating any individual specific software. Must be able to lift 75 pounds.

Assist the Network Administrator in support of agency network equipment. Receive requests for DP-related help and information, and determine which requests to refer to other resources. Install, upgrade and maintain all agency workstation hardware and software. Provide user training to new and current staff. Perform software and hardware audits. Troubleshoot and resolve users’ PC problems. Maintain agency’s inventory of DP equipment and software. Share responsibilities with Network Administration, as needed, to assure WAN operational. Oversee equipment service by external vendors. It is very important to communicate well with users, to involve them in problem-solving and to support their continued learning of computer skills. Perform related work as assigned.

Considerable knowledge of and familiarity with equipment and systems in area of assignment, or good knowledge of programming, code design and flow-charting; knowledge in desktop and server Operating Systems (OS); considerable knowledge of the mission, goals and work performed by the unit or agency to which assigned; excellent evaluative skills and the ability to develop agency- and mission-specific applications and uses for available technology; knowledge of training/education theory and techniques and proven skills in the development and delivery of training; proven troubleshooting and analytical skills; good record keeping abilities; ability to maintain agency hardware software inventory system; ability to supervise; good oral and written communications skills; proven planning skills; ability to maintain confidentiality; ability to establish and maintain good working relationships with (as appropriate to assignment) co-workers, the public, outside agencies and vendors and their representatives; ability to work independently with minimal instruction and direction; good knowledge and command of English grammar and spelling; knowledge of agency-relevant office and business terminology; ability to maintain accurate records and to prepare concise reports; good organizational skills; good initiative; physical conditioning that permits activities including but not limited to heavy lifting, bending, stooping, stretching, carrying and moving equipment and supplies.

Minimum Qualifications
Possession of a bachelors degree in information systems/technology, math, business or a related field and two (2) years of directly related work experience (some supervisory work experience is required in those positions in this class which supervise) OR, any equivalent combination of experience and training which provides the required knowledge, skills and abilities.
Skill Required / Desired Amount of Experience
Provide server and workstation and end user support Required 5 Years
Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, Required 5 Years
Install, upgrade, configure, image and maintain all agency workstation hardware and software. Required 5 Years
Experience supporting Windows 10, Windows 7, Office365, Office 2007 Required 5 Years
Experience preparing concise, well-written, accurate reports Required 5 Years
Ability to explain complex technical terminology to nontechnical people Required  
Excellent oral and written communication Required  
Experience with teleconference equipment and tele-health preferred Desired  
Experience in Active Directory and Domain Control Desired  
Warm Regards,