1 IT Help Desk Analyst Job in Fairfax, VA
Sorry! This job is no longer available. Please explore similar jobs listed on the left.
Commonwealth of VA Careers is Hiring an IT Help Desk Analyst Near Fairfax, VA
Title: IT Help Desk Analyst
Agency: Northern VA Community College
Location: Fairfax County - 059
FLSA: Nonexempt
Hiring Range: $16/hr
Full Time or Part Time: Part Time
Additional Detail
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.
- 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
- 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
- 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.
Job Summary
Full Time
$57k-70k (estimate)
07/29/2023
05/11/2024
The job skills required for IT Help Desk Analyst include Troubleshooting, Help Desk, Technical Support, Operating System, Networking, etc. Having related job skills and expertise will give you an advantage when applying to be an IT Help Desk Analyst. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by IT Help Desk Analyst. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for IT Help Desk Analyst positions, which can be used as a reference in future career path planning. As an IT Help Desk Analyst, it can be promoted into senior positions as a Help Desk Support Specialist III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary IT Help Desk Analyst. You can explore the career advancement for an IT Help Desk Analyst below and select your interested title to get hiring information.
Similar Jobs
Popular Articles
