Client Services Analyst 3

Client Services Analyst 3

The Virginia Alcoholic Beverage Control Authority is seeking a Client Services Analyst 3. The Client Services Analyst 3 serves as a systems administrator responsible for the installation, configuration, maintenance, documentation and security of the Virginia ABC retail environment (in-store Virginia ABC retail servers, registers, licensee workstations, VeriFone terminals, handheld scanners and wireless access points) and supporting infrastructure. This analyst is responsible for the analysis and resolution of hardware/software problems associated with the Virginia ABC retail environment and supporting infrastructure. This position detects, diagnoses and reports serious issues to management with possible solutions. This analyst is considered a subject matter expert (SME) and cross-trains with other Client Services team members providing expert level help when necessary to other Virginia ABC personnel.

Areas of Responsibility:

• Interface directly with users to resolve communications issues with Virginia ABC registers, licensee workstations and servers.
• Utilize administrative tools to help assist users with software issues.
• Implement security procedures and tools to ensure rigorous security measures are in place.
• Interface indirectly with third-party vendors to replace failed hardware after thorough troubleshooting.
• Ensure that Client Services processes and procedures are followed and resolutions are thoroughly documented.
• Configure the operating system settings and POS software settings for the registers, licensee workstations and servers in the retail environment.
• Responsible for the configuration, administration and support of the software that runs the retail environment (GK OmniPOS).
• Responsible for configuration, administration and support of the retail environment wireless infrastructure.
• Responsible for the configuration, administration and support of the retail infrastructure Active Directory Domain and Certificate Services (Windows Server 2019).
• Ability to work with vendors in the event of new application builds being available.
• Responsible for daily checks of supported systems and software, ensuring the systems are getting backed up properly, applying operating system updates and configuration changes.
• Responsible for installing and configuring new hardware and software on supported systems.
• Answers technical queries about and troubleshoots any reported problems with supported systems.

Minimum Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field or equivalent combination of education and experience.
• Strong technical skills in supporting enterprise applications and integrated hardware/software environments
• Proficiency in troubleshooting Windows environments, networking protocols (TCP/IP, DNS, DHCP) and common retail applications and databases (e.g., SQL).
• Excellent communication and stakeholder management skills, with a proven ability to collaborate across cross-functional teams and provide high-level support to non-technical users.

Preferred Qualifications:

• 5+ years of experience in IT support, with at least 2 years in a senior or lead analyst role, preferably within a retail environment.
• Experience installing, maintaining, supporting, troubleshooting Windows 2019 and later servers.
• Industry Standard Certifications: Cisco, ITIL Foundations v3 or later, CompTIA A+, Network+, Security+, VMware (VCP).
• Significant Active Directory, Group Policy, LDAP, DNS, WSUS, and DHCP experience.
• Familiarity with OS Deployment, Disk Imaging and OS Imaging Software (POS Lab Administration).

We offer:

• Excellent work/life balance
• Paid Time Off (PTO) earned every two weeks worked and 14 paid holidays
• Affordable healthcare with employer contributions
• Virginia Retirement System (VRS) benefits
• College Tuition Reimbursement program

Virginia ABC employees are covered under the Commonwealth's benefits package and VRS. However, authority employees are exempt from the Virginia Personnel Act and the Virginia Public Procurement Act. The Virginia Alcoholic Beverage Control Authority does not provide sponsorship. We are an equal opportunity employer without regard to sex, race, color, religion, national origin, age, sexual orientation, political affiliation, veteran status or disability. AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply. ABC will provide, if requested, reasonable accommodation to applicants in need of accommodation in order to provide access to the application and/or interview process.