Services Support Analyst
Services Support Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
One of our clients is seeking a Services Support Analyst to assist agency personnel in managing their interactions with the Virginia Information Technology Agency (VITA). This role requires an individual with strong IT support experience who can efficiently troubleshoot and resolve user issues by coordinating with VITA resources.
The successful candidate will work closely with agency staff escalating technical issues and ensuring timely resolution of IT support tickets related to user identity management enduser devices and network issues. Strong communication and problemsolving skills are critical as the analyst will serve as the primary liaison between agency personnel and VITA support teams.
Key Responsibilities
- Assist agency personnel by ensuring VITA support tickets are correctly routed and resolved efficiently.
- Research and communicate technical information between agency personnel and VITA support teams.
- Escalate highpriority or highimpact tickets to the appropriate VITA help desk resources.
- Troubleshoot and resolve user identity management issues including account provisioning access requests and authentication problems.
- Provide support for enduser devices including PCs printers and other hardware.
- Assist in identifying and resolving network issues at agency locations escalating as necessary.
- Ensure all help desk support requests are logged documented and tracked properly for timely resolution.
- Utilize Power BI (if applicable) to analyze support ticket trends and generate performance reports.
Requirements
Required Skills & Experience
- 5 years of experience in an IT help desk or technical support role.
- 5 years of experience with general IT concepts (e.g. networking PCs troubleshooting hardware/software support).
- 5 years of experience with common office applications including Microsoft Office Suite (Word Excel Outlook PowerPoint etc..
- 5 years of experience with excellent communication skills including technical issue explanation and enduser training.
Highly Desired Skills
- Power BI skills (Preferred experience in ticket trend analysis reporting or dashboard creation.
Benefits
Why Work With Us
We ensure transparency efficiency and career growth for our candidates by connecting them with impactful opportunities. Our commitment to fair compensation strong client relationships and career support makes us a trusted partner in the industry.
Join a thriving professional network and take the next step in your career! Experience gathering business requirements from internal and external stakeholders 5+ years Expert-level proficiency in Microsoft Excel, Visio, Project, and PowerPoint 5+ years Experience creating, managing, and tracing business and IT requirements 5+ years Ability to facilitate brainstorming sessions, lead discussions, and drive teams toward defined goals 5+ years Experience working in a PMO or managing multiple simultaneous projects 5+ years Proven ability to analyze and interpret complex data and information and present findings clearly 5+ years Ability to work independently, manage shifting priorities, and effectively multi-task 5+ years Experience generating project reports (status updates, dashboards, budgets, etc. 3+ years Experience working on Agile project teams 3+ years Self-starter with an inquisitive nature and a problem-solving mindset 5+ years Experience working with Medicaid IT and/or Healthcare systems 3+ years PMP or other project management certification Additional Information Work Location: Hybrid 3 days on-site, 2 days remote) parking NOT provided. Interview Process: Candidates must complete a USE CASE business requirements work product as part of the interview process. Local candidates strongly preferred. Final hiring decisions will be made after all interviews and work products are reviewed.
Employment Type
Full Time
