Posting Details

Position Information

Job Title Lead IT Help Desk Analyst Department Client Services Posting Number 03278P Location Fairfax, VA: 22030 Full or Part Time Full Time Position End Date (if temporary) Required Travel Relocation Covered Salary Range $52,000.00 - $57,000.00 Position Summary Information

Basic Function

oAct as initial contact for IT related issues and provide tier I technical support to faculty, staff, and students via telephone, e-mail, and help tickets. 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. Provide escalated support for IT Help Desk wage (P14) and full-time (P3) staff. Coordinate with Help Desk Manager to help oversee the day-to-day operations of the IT Help Desk. Train new IT Help Desk staff members. Supervise wage (P14) staff.

Duties and Responsibilities

oWork within a team environment to provide excellent customer service to all callers.
oMaintain a courteous, professional attitude to all callers.
oProvide tier 1 support for college-supported applications and account inquiries, escalate to tier II when necessary.
oMake a timely assessment of issues that may require escalation; escalate without undue delay. Inform users of status by making follow-up calls to determine problem resolution.
oAdhere 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.
oHelp identify tasks, scenarios, information, and/or internal website content that may need improving based on the evolving technologies.
oMonitor and report any issues that may impact the daily operations of the college.
oFollow established NVCC guidelines for security practices as outlined in the Acceptable.
oUse Agreement, IT Security Awareness and other HR directed ethics.
oMonitor IT Help Desk email, SmarterTrack ticketing system, and WhatsUP for outage notifications. Check the IT Helpdesk email box for critical communications from VCCS or NVCC personnel that need immediate attention.
oUpdate Help Desk of any outages, special exceptions or instructions, or any information and scenarios outside the normal scope of the Help Desk
oSend out alerts regarding system outages
oProvide assistance to the Help Desk wage and full-time staff to help determine proper support and/or escalation procedures for certain scenarios
oAbility to be flexible in their schedule depending on position, coverage and call volume needs
oCoordinate with the Help Desk Manager in order to create, update, modify, and/or eliminate policies and procedures governing the IT Help Desk and the services provided to support the various systems at the college.
oSupervise wage (P14) staff.
oTrain new IT Help Desk staff members.
oCoordinate with the IT Help Desk Manager when addressing manpower and coverage at the Help Desk.
oAssess possible outage patterns reported by the IT Help Desk staff to escalate to the appropriate team.
oCoordinate with IT management and engineers revolving around any changes to policies, procedures, guidelines, etc.
oGather information and stats for IT Help Desk, update spreadsheets and database systems keeping track of IT Help Desk metrics, coordinate with the Help Desk Manager to discuss areas of improvement.
oMonitor live calls and recorded calls for quality assurance.
oProvide feedback to P14s based on their performance, demeanor, professionalism, and metrics.

Minimum Qualifications

oHigh school diploma and equivalent experience or training
oTechnical experience with computer hardware and software
oExperience with Windows Operating Systems
oExperience with MS Office
oExperience with time management systems (timesheets, absence/leave requests, etc.)
oExperience with Active Directory
oExperience with ticketing/issue tracking/help desk systems
o Experience leading / monitoring / supervising projects and teams.

Preferred Qualifications

o Some college coursework in IT, Computer Science or related field.
oExperience with Blackboard, Canvas, SIS, Peoplesoft, Gmail, or equivalent student/faculty/staff resource systems utilized in educational environments
oAble to work nights, weekends, and/or remotely (based on position as well as coverage needs)
oExperience working in a school or higher education environment

Required Knowledge, Skills, and Abilities

oAbility to deliver excellent customer service
oExceptional communication and interpersonal skills
oAbility to effectively learn and support several college software systems
oMust be able to work calmly under pressure
oBasic computer hardware knowledge
oGeneral knowledge of MS office
oAbility to work as a team and independently
oPossess leadership skills in order to provide escalated support to wage staff
oAbility to communicate efficiently
oAble to address difficult situations, scenarios, users, etc. professionally in a calm manner
oKnowledge of IT Help Desk and Call Center metrics and information systems
oAbility to manage wage staff members in an IT Help Desk environment
oMonitor calls to assess performance and professionalism of wage staff members
oCreate constructive criticism and praise for wage staff members based on their performance and metrics
oAbility to coordinate with IT engineers and management, convey the needs and requirements of the IT Help Desk, provide efficient briefings and minutes of coordinated meetings

Operation of a State Vehicle No Posting Detail Information

Open Date 06/19/2019 Close Date 07/03/2019 Open Until Filled No Special Instructions to Applicants Background Check Statement

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.

Additional Information Supplemental Questions

Required fields are indicated with an asterisk (*).

1. * Do you have a high school diploma and equivalent experience or training?
   • Yes
   • No
2. * Please rate your level of experience with troubleshooting computers with Windows Operating Systems?
   • Beginner
   • Intermediate
   • Expert
3. * Do you have experience with Microsoft Office Suite?
   • Yes
   • No
4. * Describe your experience with experience with time management systems , ticketing/help desk systems and active directory?

   (Open Ended Question)

5. * Do you have experience leading / monitoring / supervising projects and teams?
   • Yes
   • No
6. * I understand that only information provided at the time of the application submission will be considered when determining my qualifications and only responses to Supplemental Questions that can be verified in my application and resume will be credited.
   • Yes
   • No

Applicant Documents Required Documents

1. Resume

Optional Documents

1. Cover Letter/Letter of Application