Job ID: VA-622317 (94190211)
Helpdesk Analyst with ticketing and technical support experience
Location:Richmond VA (ELECT)
Duration: 10 months
Interview:In-person Only
Skills Required:
Experience monitoring the service desk ticketing queue, prioritize problems, and escalate tasks.Required1Years
Demonstrates a passion for technology as shown by projects supported either personally, professionally, or in school.Required1Years
Experience working with end users.Required1Years
Experience working with a team in a professional setting.Required1Years
Work Tasks and Duties:
•Maintain consistent laptop, desktop, and software standards
•Monitor the service desk ticketing queue, prioritize problems, and escalate tasks in adherence to department SLA’s
• Handle Tier 1 end user support tickets, including, but not limited to, troubleshooting general computing issues, and troubleshooting our in-house election and registration system.
•Continue personal development and education to remain informed of current industry development and technologies
•Follow department procedures and protocols for troubleshooting and resolving issues
•Collaborate with other members of the IS team to resolve issues
•Build and maintain positive relationships with ELECT end users
•Ensure complete and accurate documentation for each ticket worked.
Required Knowledge, Skills, and Abilities:
•Ability to communicate effectively with technical and non-technical personnel and to troubleshoot problems in a logical and systematic manner.
•Ability to communicate with excellent interpersonal, customer service, verbal, and technical writing skills.
•Ability to achieve deadline driven priorities is essential.
•Ability to collaborate and work in a team environment; exhibit professional initiative and self-direction.
•Ability and willingness to document knowledge and share with others is required.
•Technical aptitude to support strategic thinking, communication, and teamwork across multiple IT disciplines, such as networking, system administration, and application development.