Description
Help Desk Analyst 4
The Help Desk Analyst 4 is responsible for assisting and providing technical support for LiveScan agencies statewide. Key responsibilities include answering questions from agencies and IT suppliers about the LiveScan onboarding process, tracking incoming calls and email requests for technology assistance, managing network connectivity for agency LiveScans to LiveScan cloud hosts, creating and maintaining computer software/hardware inventories, preparing and coordinating the completion of agency MOUs, generating help desk tickets, forwarding service requests to IT suppliers, monitoring open tickets, and providing status updates to users. Performs other duties as assigned. The person selected for this position will work full-time onsite at Virginia State Police Headquarters, 7700 Midlothian Tpke, North Chesterfield, VA 23235. Working hours are Monday through Friday, 8:30am to 5:00pm, excluding state holidays.
Knowledge, Skills, and Abilities
Advanced computer skills are required, particularly related to personal computers, PC peripherals, and network Help Desk support services. Strong candidates will have expertise in troubleshooting computer software/hardware problems, advanced customer relations skills, good verbal and written communication skills, the ability to manage several projects simultaneously, working knowledge of MS Word, MS Excel, and MS Outlook, and strong analytical and decision-making skills.
Required Skills and Experience
1. Advanced computer skills: Required - 5 Years
2. Troubleshooting computer software/hardware problems: Required - 5 Years
3. Advanced customer relations skills: Required - 5 Years
4. Good verbal and written communication skills: Required - 5 Years
5. Ability to manage several projects simultaneously: Required - 5 Years
6. Working knowledge of MS Word, MS Excel, and MS Outlook: Required - 5 Years
7. Strong analytical and decision-making skills: Required - 5 Years
#J-18808-Ljbffr