Help Desk Analyst

Job Title: Help Desk Analyst 4

Location: Richmond, VA

Duration: 06 months of contract

Description:

• Troubleshoot, track and remediate issues on end user computing hardware and software systems.
• Provide Tier 1/11 end‑user support at multiple VDEM office locations (Moorefield, EOC, and DTW).
• Advocate for the user and systems that allow for greater efficiencies within the scope of security standards.
• Exhibit personal integrity regarding providing users with the best solutions, while guiding users on how to best utilize the systems.
• Deliver IT support to ensure all end‑user computing devices and systems for all VDEM office locations are operational. End‑user computing devices include, but are not limited to, computer equipment, standard COTS software applications, peripheral devices, and network copiers, printers, and fax machines.
• Ensures day‑to‑day operations for agency end‑user by monitoring the VCCC Help Desk tickets and internal Request Tracker. Review queue, action or assign those for VDEM IT Help Desk, and ESCALATE as needed.
• Provide maintenance and update of all VDEM end‑user computing devices (laptops, desktops, peripherals, and network accounts, etc.).
• Develop and maintain documentation on the VDEM Collaboration and MS Teams sites to assist users and business units to support day‑to‑day technology needs.
• Coordinates, tracks and updates hardware assets information in the CMDB (system of record).
• Provides timely and effective communications regarding readiness status within assigned deadlines.