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Technical Support Analyst

Yakshna Solutions, Inc.
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Job Title: Technical Support Analyst 4 (803055)

Location: 301 Halifax Street Petersburg VA 23803

Status: Full-time, Contract

Yakshna Solutions, Inc., (YSI) is a CMMI Level 3 assessed, ISO 9001, 20000:1, 27001 certified, woman-owned small business enterprises, headquartered in Herndon, Virginia, USA. YSI provides professional IT solutions and services to business corporations and government organizations. YSI is committed to serve its business communities as a leading IT vendor providing innovative, quality, and cost-effective IT business solutions and   services.

We offer a competitive benefits package that includes the following: 401(k), health, dental, and vision insurance, Life insurance, short-term and long-term disability insurance, paid time off, training, and professional development assistance. 

The Virginia Department of Health (VDH) is seeking a Technical Analyst to assist with their IT Service Support. The position will report to the Office of Information Management’s IT Operations Center and will perform various tasks to help direct IT requests through the appropriate channels, communicate the IT needs of the regions, and will be the voice of their assigned region. The candidate will be responsible for scheduling refreshments and imaging, deploying, transferring data, installing apps and doing all hardware set-up and troubleshooting. It's critical that candidates have experience managing their own work and, ideally, scheduling refreshes/deployments directly with users.

Job Responsibilities

  • Determine the needs of the region for hardware, software, upcoming projects, and more.
  • Communicate needs of the region to the IT Operations Center.
  • Demonstrate servant leadership through collaborative strategic and tactical planning to achieve holistic goals of the Operations Center.
  • Direct users to the appropriate source of help based on needs.
  • Coach staff through troubleshooting computers, hardware, phone, mobile phone, asset inventory, and software issues.
  • Advise 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.
  • Actively tracks current and future initiatives, needs, issues, concerns, projects, and action items.
  • 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/Desired Skills 

  • Knowledge of IT Service Management (ITSM) processes, including Incident Management, Change Management, Service Request Management, and Asset Management.
  • Proficiency with Microsoft 365 applications, including Word, Excel, PowerPoint, Outlook, Teams, SharePoint, Forms, and Bookings.
  • Experience troubleshooting hardware and software issues in a desktop support, technical support, or service desk environment.
  • Strong written and verbal communication skills, with the ability to explain technical issues and solutions to non-technical users.
  • Ability to create clear, professional email communications and provide timely follow-up on support requests.
  • Strong customer service and interpersonal skills with the ability to effectively gather information and resolve technical issues.
  • Ability to prioritize workload and manage multiple tasks in a fast-paced environment.
  • Basic understanding of computer hardware, software, operating systems, and related technologies.
  • Strong analytical and problem-solving skills with the ability to research and troubleshoot technical issues independently.
  • Experience supporting PC Refresh, device deployment, or hardware replacement projects.
  • Knowledge of Virginia Information Technologies Agency (VITA) policies, standards, and procedures.
  • Demonstrated experience with hardware and software diagnostics, troubleshooting, and issue resolution.