Support Analyst

Job Description:

Support Analyst

Description

Support Analyst

Department of Information Technology

12 Months, Full-Time

Non-Exempt, Pay Grade 31

VRS-Eligible, Benefits-Eligible

Job Summary/ Objective:

Assists customers in resolving technology issues in a timely and professional manner. Services including but not limited to help desk, computer hardware, and software and installation, telecommunication equipment, problem resolution, and user training.

Supervisory Responsibilities:

• None.

Essential Functions:

• Acts as liaison between vendors and departments, staff liaisons; Assists Information Technology and users by responding to questions and problems on applications, software, and hardware as required;
• Creates and maintains graphical charts for explanation of projects and progress reporting;
• Provides status reports to supervisor and management;
• Participates in Department's teamwork concept;
• Meets Departmental and organizational deadlines;
• Ensures prompt and accurate status and feedback of questions and problems to customers and

management;

• Composes and maintains support documentation;
• Troubleshoots and resolves various issues;
• Conducts training for customers and users;
• Receives, documents and responds with appropriate assistance to all calls to the department for questions and problems from end users about applications, hardware, and software (whether computer, LAN, WAN, networks or telecommunications);
• Installs computer hardware and software and related electronic equipment according to departmental needs;
• Makes suggestions concerning department's standards which would facilitate improved operations;
• Evaluates new and current computer hardware and software solutions;
• Responsible for one or more department hardware setup/break fix;
• Performs various other activities as required.

Competency: Knowledge/ Skills/Abilities:

• Ability to work well with people and as part of a cross-functional team.
• Requires excellent interpersonal communication skills, especially the ability to communicate technical ideas clearly and translate user requests, and an ability to communicate effectively to a diverse audience.
• Strong Maintaining a strong customer-service orientation.
• Skill in troubleshooting a variety of complex computer hardware and software issues.
• Operating effectively and graciously in stressful situations.
• Possesses knowledge of Technology infrastructure, computer hardware, wired and wireless networking technologies, and software management and deployment solutions.
• Significant experience supporting or managing computer hardware and peripherals.
• Skill in deploying and maintaining computer hardware and software systems, including patch management.
• Proficiency in Microsoft Windows and Applications.

Required Education and Experience:

• Two or more years of experience in a similar hardware and software environment.
• Computer and LAN hardware and software knowledge is required.

Preferred Qualifications/Certifications:

• Preferably one of the following:
• Baccalaureate degree from an accredited four-year college/university in computer science, information systems management, business management, or a related field.
• Community college degree in Computer Science or Business.
• Additional experience may be substituted for education.
• Certifications such as HDI, A+, Network+, MCP, MCSA, MCSE, ITIL, PMP, PBA, ECBA, CCBA, CBAP.

Physical and Mental Requirements:

• Work is typically performed in an office, data center or conference rooms.
• Communicate in in-person and virtual meetings.
• Regular use of telephone and chat.
• Regular use of computers.
• Regular handling of small computer components.
• Lifting of up to 100 pounds.
• Occasional need to perform urgent tasks to meet organizational deadlines.
• Occasional work after normal business hours.
• Occasional weekend duties.
• Occasional operation of county vehicles to travel to locations throughout the county is required.
• Regular contact with other county employees and senior leadership at all levels of County government.
• Employees must possess a valid driver’s license and meet the qualifications of the County’s driver eligibility program. Occasional travel between County facilities or to off-site meetings may be required.
• Employees in this position may be considered essential personnel and fall under Albemarle County AP-4 and in addition, be subject to working overtime, being held over, or called back for disasters, local emergencies, or special events.

Remote Work:

This position is not eligible for a remote work schedule. All County staff must maintain residence within the Commonwealth of Virginia.

The Salary Range:

The hiring range for this position is $30.01 - $33.17 per hour (approx. $62,416 - $68,986 per year). Starting offer is based on applicable education beyond minimum requirements and internal equity. The position also provides excellent benefits including 12 paid holidays, paid vacation and sick leave, health insurance options with employer contribution, employer-paid life insurance, VRS retirement, and continuing education/training opportunities. This is a full time, FLSA non-exempt position. Internal candidates will receive pay adjustments in accordance with Local Government Personnel Policy, §P-60.

Deadline for Applications:

Position open through Monday, February 9, 2026.

Albemarle County Core Values:

Albemarle County holds its employees to the highest standards in fulfilling the County’s Vision and Mission. We believe in excellence in public service through

Community: We expect diversity, equity and inclusion to be integrated into how we live our mission.

Integrity: We value our customers and co-workers by always providing honest and fair treatment.

Innovation: We embrace creativity and positive change.

Stewardship: We honor our role as stewards of the public trust by managing our natural, human, and financial resources respectfully and responsibly.

Learning: We encourage and support lifelong learning and personal and professional growth.