Job Seekers, Please send resumes to resumes@hireitpeople.com

Detailed Job Description:

• 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 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.
• 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 when necessary.
• Actively 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. Asks 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 ServiceNow.
• 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.
• Must be able to assist regional trainers when technical assistance is needed to resolve a problem.
• Must have basic understanding of writing technical processes and instructions to simply processes for user.
• Must be able to work with team on multiple projects and work on individual projects as well.
• Must be able to write clear emails explaining technical issues and work toward a solution and have the ability to follow up with user/district as needed.
• Must be able to meet with staff and converse about needed technical resolutions and get as much information as possible during the meeting.
• Must have a basic understanding of various types of technology and the ability to research them to trouble shoot possible technical issues.
• 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).