Position Details
Help Desk Analyst Apply
Job description
The Help Desk Analyst 4 is responsible for assisting and providing technical support for LiveScan agencies statewide, to answer questions from agencies and IT suppliers about the LiveScan onboarding process, to answer and track incoming calls and email requests for technology assistance related to purchasing new equipment and upgrading existing equipment, to answer questions related to establishing network connectivity from agency LiveScans to LiveScan cloud hosts, to create/maintain computer software/hardware inventories; to prepare and coordinate the completion of agency MOUs, to generate help desk tickets and forward service requests to IT suppliers, to monitor open tickets, and provide 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 personal computers, PC peripherals and network Help Desk support services that align with the responsibilities summarized in the Job Description. In addition, strong candidates will have expertise related to troubleshooting computer software/hardware problems; advanced customer relations skills; good verbal and written communication skills; ability to control and manage several projects simultaneously; working knowledge of MS Word, MS Excel, and MS outlook; and strong analytical and decision-making skills.
| Skill | Required / Desired | Amount | of Experience |
| Advanced computer skills are required, particularly related personal computers, PC peripherals and network Help Desk support services | Required | 5 | Years |
| expertise related to troubleshooting computer software/hardware problems | Required | 5 | Years |
| advanced customer relations skills | Required | 5 | Years |
| good verbal and written communication skills | Required | 5 | Years |
| ability to control and manage several projects simultaneously | Required | 5 | Years |
| working knowledge of MS Word, MS Excel, and MS outlook | Required | 5 | Years |
| strong analytical and decision-making skills | Required | 5 | Years |
