Position Details
Help Desk Analyst Apply
Location & Work Arrangement
- City, State: North Chesterfield, VA
- Work Arrangement: 100% Onsite Required. * Interview Mode: Either In-person or Webcam Interview.
- Shift: Monday Friday, 8:30 AM 5:00 PM (EST), excluding state holidays.
Key Responsibilities
Account Management & Provisioning
- Interact with employers via email and telephone to facilitate the setup and maintenance of background check accounts.
- Determine if prospective employers meet the legal and regulatory qualifications to hold a program account.
- Establish account users and provide technical assistance to ensure seamless access to the employer ePortal.
- Perform ongoing updates to account and user information to maintain data accuracy.
Technical Support & Problem Resolution
- Respond to support requests by gathering and analyzing data to identify root causes of technical or procedural issues.
- Reason logically through complex account access hurdles and implement effective, long-term solutions.
- Monitor account activity and assist users in navigating Microsoft-based platforms and web portals.
Documentation & Communication
- Maintain clear and concise records of employer interactions and account modifications.
- Communicate sensitive information effectively with stakeholders of varying technical expertise.
- Utilize Microsoft Office Suite (including Visio) to track processes and generate necessary program documentation.
Required Skills & Experience
| Skill Category | Requirement | Years of Exp. |
| Technical Support | Advanced computer skills aligned with complex system support. | 8 Years |
| Problem Solving | Root cause analysis and logical reasoning for issue resolution. | 8 Years |
| Customer Relations | Professional interaction with external organizations/employers. | 8 Years |
| Productivity Tools | Expert proficiency in Microsoft Word, Excel, PowerPoint, & Visio. | 8 Years |
| Communication | High-level verbal and written communication for sensitive data. | 8 Years |
Preferred Qualifications
- Experience working within a Criminal Justice or Government environment.
- Familiarity with ePortal access management and user provisioning.
- Strong ability to multitask while maintaining strict attention to detail regarding legal qualifications and data entry.
