Posting Details

Posting Summary

Working Title IT Help Desk Analyst Role Title Computer Operations Techn I Role Code 39011-FP FLSA Nonexempt Pay Band 03 Position Number 280W0786 Agency Northern VA Community College Division NV280-VP of College Computing Work Location Fairfax County - 059 Hiring Range $16/hr Emergency/Essential Personnel No EEO Category E-Paraprofessional Full Time or Part Time Part Time Does this position have telework options? -Telework options are subject to change based on business needs- No Does this position have a bilingual or multilingual skill requirement or preference? Work Schedule
29 hrs/week - Shifts will vary depending on coverage needs. The IT Help Desk is open Monday - Friday, 8AM - 5PM.
Sensitive Position No 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.

Special Assignments
May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor.
KSA's/Required 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

Additional Considerations
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.

Operation of a State Vehicle No Supervises Employees No Required Travel
N/A

Posting Detail Information

Posting Number WGE_1936P Recruitment Type General Public - G Number of Vacancies 1 Position End Date (if temporary) Job Open Date 04/26/2024 Job Close Date 05/10/2024 Open Until Filled No Agency Website www.nvcc.edu Contact Name Email Phone Number Special Instructions to Applicants
In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth’s Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services ( DARS ), or the Department for the Blind & Vision Impaired ( DBVI ). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter. To request an AHP Letter, use this link: https://www.dars.virginia.gov/drs/cpid/PWContact.aspx or call DARS at 800-552-5019, or DBVI at 800-622-2155
Additional Information
Northern Virginia Community College ( NOVA ) is the largest public institution of higher education in the Commonwealth of Virginia and one of the largest community colleges in the nation. NOVA enrolls nearly 75,000 students on its six campuses in Alexandria, Annandale, Sterling, Manassas, Springfield, and Woodbridge, as well as through NOVA Online and high school dual enrollment programs. The College offers more than 100 affordable associate degree and certificate programs to help our students reach their academic and professional goals in some of the most in-demand careers.

At NOVA , we are deeply committed to fostering an inclusive community for all students, faculty, and staff, and our diverse workforce is representative of this commitment. To this end, we encourage all applicants seeking to add value through their diverse backgrounds, experiences, and interests to consider employment opportunities with NOVA . To learn more about NOVA’s commitment to inclusive excellence, please visit our website .

NOVA offers eligible employees a benefits package that includes a comprehensive health and dental insurance program, generous paid leave, deferred compensation plans, paid parental leave, state employee discounts, and a solid and secure retirement program.

We strive to ensure our employees have the tools and development opportunities to support and promote NOVA’s mission. For more information about NOVA and its programs and services, please visit our website at www.nvcc.edu .

The security of our students, faculty, and staff is very important at NOVA . Please take a moment to review NOVA’s Annual Security Reports .

Background Check Statement Disclaimer
The selected candidate’s offer is contingent upon the successful completion of a criminal background investigation, which may include: fingerprint checks, local agency checks, employment verification, verification of education, credit checks (relevant to employment). Additionally, selected candidates may be required to complete the Commonwealth’s Statement of Economic Interest. For more information, please follow this link: http://ethics.dls.virginia.gov/
EEO Statement
The Virginia Community College System, anEEOemployer, welcomes applications from people of all backgrounds and recognizes the benefits of a diverse workforce. Therefore, theVCCSis committed to providing a work environment free of discrimination and harassment. Employment decisions are based on business needs, job requirements and individual qualifications. We prohibit discrimination and harassment on the basis of race, color, religion, sex, national origin, age, sexual orientation, mental or physical disabilities, political affiliation, veteran status, gender identity, or other non-merit factors.
ADA Statement
TheVCCSis anEOEand Affirmative Action Employer. In compliance with the Americans with Disabilities Acts ( ADA and ADAAA ), VCCS will provide, if requested, reasonable accommodation to applicants in need of access to the application, interviewing and selection processes.
E-Verify Statement
VCCSuses E-Verify to check employee eligibility to work in the United States. You will be required to complete an I-9 form and provide documentation of your identity for employment purposes.