Tech Support Analyst 2

Tech Support Analyst 2 Location: Culpeper, VA 22701 (100% ON SITE – Assigned VDOT Culpeper District) Requirements: Must possess a valid driver's license – will drive a state vehicle. This position is responsible for providing agency-specific end user support throughout the state of Virginia, with a primary focus on the VDOT Culpeper District. The role requires hands-on, onsite assistance and regular interaction with end users to resolve technical issues and ensure smooth operation of IT systems. Key Responsibilities Provide front-line support to end users, including troubleshooting hardware and software issues across desktops, laptops, and wireless devices. Manage help desk tickets using tracking and reporting tools; elevate issues as needed and communicate resolutions in a timely and professional manner. Support Microsoft Desktop products including Windows OS, SharePoint, MS Office Suite, and MS Teams. Deliver outstanding customer service with a strong "customer-first" approach. Maintain accurate documentation of incidents, resolutions, and asset management. Assist in the installation, maintenance, and troubleshooting of network cabling infrastructure, including Ethernet cabling (Cat6/Cat6a) and patch panel terminations. Support the setup and testing of network drops, cable labeling, and physical connectivity checks. Collaborate with senior technicians and network engineers on small-scale cabling projects and office relocations. Maintain organization and inventory of cabling tools, equipment, and supplies. Drive a state vehicle to various locations within the assigned region for onsite support. Qualifications Valid driver's license (required). Excellent verbal and written communication skills. Ability to work independently in a field environment and manage multiple priorities. Familiarity with basic network concepts and a willingness to learn structured cabling standards. Prior experience with IT support, help desk systems, or customer service preferred. J-18808-Ljbffr