HelpDesk Analyst
GlobalPoint
Helpdesk
Richmond VA
Long term
What You Will Do:
- Helping resolve issues staff are encountering with their hardware and/or software, including desktops, laptops, tablets, printers, scanners, or monitors, as well as Microsoft Office applications.
- Maintaining an inventory of agency software and hardware.
- Working with VITA to manage the refresh process in order to take advantage of equipment upgrades.
- Providing security for file shares and other applications.
What The Ideal Candidate Must Possess:
- At least one year of experience providing helpdesk and desktop support.
- A strong work ethic and exceptional customer service skills.
- Demonstrated experience with PCs, laptops, tablets and other hardware.
- Demonstrated experience with Microsoft operating systems including Windows 10 and Windows 11.
- Detailed experience with Microsoft Office and application support.
- Demonstrated skills with supporting remote users.
- Working knowledge of help desk ticketing systems.
- Basic understanding of computer networking.
- Troubleshooting skills with ability to resolve problems quickly and thoroughly.
- Documented experience working as an active, contributing team member, as well as an independent and self-motivated employee.
- Good oral communications skills with the ability to interact with all levels of agency personnel.
- Ability to think strategically and cross culturally, and independently implement new initiatives and projects.
- Ability to articulate, both orally and in written form, clear and concise program objectives and goals and summarize achievements of programs in reports and other documents as requested.
- Demonstrated ability to meet critical deadlines, handle multiple assignments, changing priorities, and ensure timeliness and quality of completed assignments.
Skill - Required / Desired - Amount - of Experience
Helpdesk and desktop support - Required - 3 Years
Hardware support (PCs, laptops, tablets, printers, scanners, monitors) - Required - 3 Years
Microsoft Windows 10 and 11 - Required - 3 Years
Microsoft Office 365 Support - Required - 3 Years
Remote user support - Required - 2 Years
Basic computer networking knowledge - Required - 2 Years
Experience supporting Xerox multifunction hardware - Highly desired - 1 Year
Experience with VITA systems or processes - Highly desired - 1 Year
HP and/or Dell certification - Highly desired - 1 Year
A+ certification - Highly desired - 1
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