Help Desk Analyst

Customer Support Representative

The incumbent is responsible for assisting and providing customer support, by telephone, email and other means, as part of a larger effort by the Virginia State Police (VSP) to improve communications with the public and customer services. In addition will:

• Become familiar with VSP services.
• Answer questions from the public, business, government agencies and others.
• Identify the root cause of problems and implement solutions by gathering and analyzing available information.
• Track incoming calls and email requests for assistance.
• Perform other duties as assigned.

The person selected for this position will work full-time onsite at Virginia State Police Headquarters, 7700 Midlothian Tpke, North Chesterfield, VA 23235. Working hours are Monday through Friday, 8:30am to 5:00pm, excluding state holidays.

Knowledge, Skills, and Abilities:

Advanced computer skills are required that aligns with the Job Description. Ability to multitask and to determine root cause of problems and implement solutions, and resolve issues by gathering and analyzing data, reasoning logically, and drawing valid conclusions. In addition, customer relations skills; good verbal and written communication skills; and proficiency with Microsoft products (Word, Excel, PowerPoint, Visio, Outlook).

Skill Required / Desired Amount of Experience

• Advanced computer skills are required that aligns with the Job Description Required 8 Years
• Ability to multitask and to determine root cause of problems and implement solutions Required 8 Years
• Ability to resolve issues by gathering and analyzing data, reasoning logically, and drawing valid conclusions Required 8 Years
• Customer relations skills Required 8 Years
• Good verbal and written communication skills Required 8 Years
• Proficiency with Microsoft products (Word, Excel, PowerPoint, Visio, Outlook) Required 8 Years