Title: IT Help Desk Analyst

Agency: Northern VA Community College

Location: Fairfax County - 059

FLSA: Nonexempt

Hiring Range: $16/hr

Full Time or Part Time: Part Time

Additional Detail

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.

Minimum 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

Preferred Qualifications:

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.