Tech Support Analyst 2

Location: Culpeper, VA 22701 Location: 100% ONSITE – 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; escalate 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