IT Help Desk Analyst

https://jobs.vccs.edu/postings/72934

Fairfax County, Virginia, United States

College Computing

Northern VA Community College

Add to favorites Favorited View favorites

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

Job Description:

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.

Minimum Qualifications:

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

Preferred Qualifications:

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.

Each agency within the Commonwealth of Virginia is dedicated to recruiting, supporting, and maintaining a competent and diverse work force. Equal Opportunity Employer

Apply Now

Already applied for a job?

Sign up for job alerts

First Name (required) ec58f881

Last Name (required) dc90e2f4

Email (required) 2f03e9cc

Who would you like to share this job with? 851eccaf

Categories 5c4ac1df Categories 3f408be9

Locations bdcb8ba9 Locations df6c0db8

Agency 6fc71c87 Agency 486c23e1

Not You?

Thank you

Share this job

Thank you for sharing this job

Similar Jobs

Support Enforcement Specialist, Fredericksburg, (W0251)

Support Enforcement Officers Department of Social Services $41,655 - $50,000, (salary commensurate with experience) 5015803 Fredericksburg Virginia United States Fredericksburg, Virginia, United States Department of Social Services Administrative Services, Audit and Finance, Health and Human Services, Law / Judiciary Full-Time (Salaried)

These are incredibly exciting times at VDSS! We are driving unprecedented, progressive organizational change to create platforms for industry-leading innovations with the goal of delivering the best possible outcomes for Virginians. Join our team,...

Apply Now

Thank you

IT Help Desk Analyst