Help Desk Analyst

Comtech LLC; Chesterfield Court House (VA); On-site; USD 45,000 - 60,000; Full time

Job summary

A technology support firm is seeking a Help Desk Analyst to assist and provide technical support for LiveScan agencies statewide. The role involves troubleshooting technical issues, managing requests related to equipment upgrades, and maintaining hardware inventories. The ideal candidate will possess advanced computer skills, strong customer relations abilities, and proficiency in MS Office applications.

Qualifications

• Ability to manage several projects simultaneously.
• Strong analytical and decision-making skills.

Responsibilities

• Assist and provide technical support for LiveScan agencies statewide.
• Answer questions from agencies and IT suppliers regarding LiveScan onboarding.
• Track incoming calls and email requests for technology assistance.
• Maintain computer software/hardware inventories.
• Monitor open tickets and provide status updates.

Skills

Advanced computer skills

Troubleshooting computer software/hardware problems

Customer relations skills

Verbal communication skills

Written communication skills

Project management

MS Word

MS Excel

MS Outlook

Analytical skills

Job description

The Help Desk Analyst is responsible for assisting and providing technical support for LiveScan agencies statewide, to answer questions from agencies and IT suppliers about the LiveScan onboarding process, to answer and track incoming calls and email requests for technology assistance related to purchasing new equipment and upgrading existing equipment, to answer questions related to establishing network connectivity from agency LiveScans to LiveScan cloud hosts, to create/maintain computer software/hardware inventories; to prepare and coordinate the completion of agency MOUs, to generate help desk tickets and forward service requests to IT suppliers, to monitor open tickets, and provide status updates to users. Performs other duties as assigned.

Knowledge, Skills, and Abilities

Advanced computer skills are required, particularly related personal computers, PC peripherals and network Help Desk support services that align with the responsibilities summarized in the Job Description. In addition, strong candidates will have expertise related to troubleshooting computer software/hardware problems; advanced customer relations skills; good verbal and written communication skills; ability to control and manage several projects simultaneously; working knowledge of MS Word, MS Excel, and MS outlook; and strong analytical and decision-making skills.