HelpDesk Analyst

Helpdesk

Richmond VA

Long term

What You Will Do:

• Helping resolve issues staff are encountering with their hardware and/or software, including desktops, laptops, tablets, printers, scanners, or monitors, as well as Microsoft Office applications.
• Maintaining an inventory of agency software and hardware.
• Working with VITA to manage the refresh process in order to take advantage of equipment upgrades.
• Providing security for file shares and other applications.

What The Ideal Candidate Must Possess:

• At least one year of experience providing helpdesk and desktop support.
• A strong work ethic and exceptional customer service skills.
• Demonstrated experience with PCs, laptops, tablets and other hardware.
• Demonstrated experience with Microsoft operating systems including Windows 10 and Windows 11.
• Detailed experience with Microsoft Office and application support.
• Demonstrated skills with supporting remote users.
• Working knowledge of help desk ticketing systems.
• Basic understanding of computer networking.
• Troubleshooting skills with ability to resolve problems quickly and thoroughly.
• Documented experience working as an active, contributing team member, as well as an independent and self-motivated employee.
• Good oral communications skills with the ability to interact with all levels of agency personnel.
• Ability to think strategically and cross culturally, and independently implement new initiatives and projects.
• Ability to articulate, both orally and in written form, clear and concise program objectives and goals and summarize achievements of programs in reports and other documents as requested.
• Demonstrated ability to meet critical deadlines, handle multiple assignments, changing priorities, and ensure timeliness and quality of completed assignments.

Skill
- Required / Desired
- Amount - of Experience

Helpdesk and desktop support
- Required - 3 Years

Hardware support (PCs, laptops, tablets, printers, scanners, monitors) - Required - 3 Years

Microsoft Windows 10 and 11 - Required - 3 Years

Microsoft Office 365 Support
- Required - 3 Years

Remote user support
- Required - 2 Years

Basic computer networking knowledge
- Required - 2 Years

Experience supporting Xerox multifunction hardware
- Highly desired - 1 Year

Experience with VITA systems or processes
- Highly desired - 1 Year

HP and/or Dell certification
- Highly desired - 1 Year

A+ certification
- Highly desired - 1