Helpdesk Support
Job Description
The Help Desk Analyst 4 is responsible for assisting and providing technical support for LiveScan agencies statewide, answering questions from agencies and IT suppliers about the LiveScan onboarding process, answering and tracking incoming calls and email requests for technology assistance related to purchasing new equipment and upgrading existing equipment, answering questions related to establishing network connectivity from agency LiveScans to LiveScan cloud hosts, creating/maintaining computer software/hardware inventories, preparing and coordinating the completion of agency MOUs, generating help desk tickets and forwarding service requests to IT suppliers, monitoring open tickets, and providing status updates to users.
Works 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
- Expertise related to troubleshooting computer software/hardware problems
- Advanced customer relations skills
- Good verbal and written communication skills
- Able to control and manage several projects simultaneously
- Working knowledge of MS Word, MS Excel, and MS Outlook
- Strong analytical and decision-making skills