IT Help Desk Analyst

IT Help Desk Analyst

General Description:
This is an entry level IT Help Desk position that will act as the initial contact for IT related issues and provide tier I technical support to faculty, staff, and students via telephone, e-mail, chat, and video conferencing software (Zoom, Teams, etc.). Troubleshoot and escalate issues to appropriate tier II support groups. Follow-up on open or pending issues. Able to work remotely in a professional manner. The position is currently in-office with some possible remote work opportunities.

Applicants must be able to demonstrate basic knowledge of hardware and software support in any capacity (personal, professional, and/or educational experience) in order to be considered for this position.

Duties and Tasks:

• Help Desk Operating Hours: Mon – Fri, 8 am – 5 pm
• Maintain a courteous, professional attitude.
• Provide tier 1 support for college-supported applications and account inquiries, escalate to tier 2 when necessary.
• Make a timely assessment of issues that may require escalation; escalate without undue delay. Provide timely status updates to users with open tickets.
• Adhere to protocols within the support parameters of the college systems, security guidelines, and contractual/licensing agreements set by FERPA, VCCS, NVCC, and all applicable vendors.
• Help identify tasks, scenarios, information, and/or internal websites that may need improving based on the evolving technologies and report these to the IT Help Desk manager for review.
• Monitor and report any issues that may impact the daily operations of the college.
• Follow established NVCC guidelines for security practices as outlined in the Acceptable Use Agreement, IT Security Awareness, and other HR directives.
• Work with Lead IT Help Desk analyst, manager, team members, other support groups, and independently to facilitate faculty, student, and staff support.
• Participate in appropriate training as necessary.
• Monitor IT Help Desk email, SmarterTrack and TeamDynamix ticketing systems, and calls to the Help Desk for critical communications from VCCS or NVCC personnel that need immediate attention.
• Escalate outage issues to the Lead IT Help Desk analyst and manager.
• Position will primarily be in the NOVA Pender office located in Fairfax, VA.

Required KSAs:

• Ability to multitask, specifically with being able to create a ticket while talking to users on the phone.
• Ability to learn and retain knowledge of Learning Management System resources.
• Ability to accept constructive criticism in a professional manner.
• Monitor all communicative mediums (email, text, phone, instant messaging, etc.) for important information regarding the Help Desk and the College.
• Ability to keep a calm, professional demeanor while working in a high call volume environment.
• Must be able to work the full 29 hours per week within the Help Desk hours of operations.
• Must be able to work a flexible schedule based on coverage needs and shift availability.
• Ability to work independently and professionally in a remote environment when necessary (remote environment requires a home office where college business can be conducted in a private and secure manner per state guidelines)
• Ability to work a flexible schedule based on coverage needs and shift availability

Minimum Qualifications:

• Experience with general PC hardware and software troubleshooting
• Experience with communication and customer service
• Experience in Microsoft office
• Experience in Windows operating systems (Windows 10 and 11) and common settings

Additional Considerations:

• Networking knowledge and experience
• Knowledge of Learning Management Systems and applications such as Canvas, SIS, Student email (gmail), or equivalent systems.
• Experience with Active Directory.
• Knowledge and understanding of an IT ticketing system and escalation process.

For further information and to Apply: https://jobs.vccs.edu/postings/72934

Background Check Statement: The selected candidate’s offer is contingent upon the successful completion of a criminal background investigation, which may include: fingerprint checks, local agency checks, employment verification, verification of education, credit checks (relevant to employment). Additionally, selected candidates may be required to complete the Commonwealth’s Statement of Economic Interest. For more information, please follow this link: http://ethics.dls.virginia.gov/

EEO STATEMENT: The Virginia Community College System, an EEO employer, welcomes applications from people of all backgrounds and recognizes the benefits of a diverse workforce. Therefore, the VCCS is committed to providing a work environment free of discrimination and harassment. Employment decisions are based on business needs, job requirements and individual qualifications. We prohibit discrimination and harassment on the basis of race, color, religion, sex, national origin, age, sexual orientation, mental or physical disabilities, political affiliation, veteran status, gender identity, or other non-merit factors.