Helpdesk Support

Location: Chesterfield, VA (Virginia State Police Headquarters, 7700 Midlothian Tpke, North Chesterfield, VA 23235)

Duration: Long‑term, full‑time onsite position.

Responsibilities

• Assist and provide technical support for LiveScan agencies statewide.
• Answer questions from agencies and IT suppliers about the LiveScan onboarding process.
• Answer and track incoming calls and email requests for technology assistance related to purchasing new equipment and upgrading existing equipment.
• Address questions related to establishing network connectivity from agency LiveScans to LiveScan cloud hosts.
• Create and maintain computer software/hardware inventories.
• Prepare and coordinate the completion of agency MOUs.
• Generate help‑desk tickets and forward service requests to IT suppliers.
• Monitor open tickets and provide status updates to users.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities

• Advanced computer skills related to personal computers, PC peripherals, and network Help Desk support services.
• Expertise in troubleshooting computer software/hardware problems.
• Advanced customer‑relations skills.
• Strong verbal and written communication skills.
• Ability to control and manage several projects simultaneously.
• Working knowledge of Microsoft Word, Excel, and Outlook.
• Strong analytical and decision‑making skills.

Required Experience

• 5 years troubleshooting computer software/hardware problems.
• 5 years advanced customer‑relations skills.
• 5 years good verbal and written communication skills.
• 5 years ability to control and manage several projects simultaneously.
• 5 years working knowledge of Microsoft Word, Excel, and Outlook.
• 5 years strong analytical and decision‑making skills.

Schedule

Monday through Friday, 8:30 am to 5:00 pm, excluding state holidays.