IT Help Desk Analyst
Posting DetailsPosition Information Job Title IT Help Desk Analyst Department Client Services-College Staff IT Support Posting Number 03099P Location Fairfax, VA: 22030 Full or Part Time Part-Time Position End Date (if temporary) Required Travel Relocation Covered Salary Range $15.00/hr Position Summary Information Basic Function
Act as initial contact for IT related issues and provide tier I technical support to faculty, staff, and students via telephone, e-mail, and text chat. Troubleshoot problems to resolve on first contact and escalate issues to appropriate tier II support groups when necessary. Follow-up on open and/or pending issues.Duties and Responsibilities
•Work within a team environment to provide excellent customer service to all callers.
•Maintain a courteous, professional attitude to all callers.
•Provide tier 1 support for college-supported applications and account inquiries, escalate to tier II when necessary
•Make a timely assessment of issues that need to be escalated and escalate without undue delay. Inform users of status by making follow-up calls to determine problem resolution.
•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
•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 directed ethics
•Work with IT Help Desk Coordinator Supervisor, team members, other support groups, and independently to facilitate faculty, student, and staff support. Participate in appropriate training as it becomes available.
•Monitor IT Help Desk email & WhatsUP for outage notifications. Check the IT Helpdesk email box for critical communications from VCCS or NVCC personnel that need immediate attention. Escalate outage issues to the Help Desk Coordinator/Supervisor.
Knowledge of basic computer hardware and functions. General knowledge of MS office.Preferred Qualifications
High School diploma or or equivalent applicable experience or training.Previous experience with Windows operating systems (Windows 10) and common settings.Previous networking knowledge and experience.Knowledge of college’s Faculty/Student applications such as Blackboard, SIS, Student email, etcRequired Knowledge, Skills, and Abilities
•Ability to deliver excellent customer service
•Exceptional communication and interpersonal skills
•Ability to effectively learn and support several college software systems.
•Must be able to work under pressure and in a team environment.
•Must be customer focused and possess a “can-do” attitude.
•Knowledge of basic computer hardware.
•General knowledge of MS office.
The selected candidate’s offer is contingent upon the successful completion of an extensive criminal background
investigation, which may include: fingerprint checks, local agency checks, employment verification, verification of
education, credit checks (relevant to employment), and other checks requested by the VCCS and NOVA such as
I-9 and E-Verify requirements. Additionally, selected candidates may be required to complete the Commonwealth’s
Statement of Economic Interest.
Required fields are indicated with an asterisk (*).
- Please describe your level of experience with high volume call center customer service support.
(Open Ended Question)
- Please rate your level of experience with troubleshooting computers with Windows Operating Systems?
- Do you have experience with Microsoft Office Suite?