Helpdesk Support

STI; Chesterfield Court House (VA); On-site; USD 58,000 - 75,000; Full time

Job summary

STI is seeking a Help Desk Analyst 4 to provide on-site technical support for LiveScan agencies statewide. You will answer questions about onboarding, handle calls and emails for technology assistance, and coordinate with IT suppliers on equipment purchases and upgrades.

You will also help establish network connectivity to LiveScan cloud hosts and maintain inventories. The role requires five years of hands-on experience in software/hardware troubleshooting, strong customer relations, and

Qualifications

• Advanced computer skills are required, including PC peripherals and network Help Desk support.
• Five years of expertise in troubleshooting computer software/hardware.
• Five years of advanced customer relations and strong verbal and written communication.
• Five years of ability to manage multiple projects simultaneously and analyze problems.

Responsibilities

• Provide technical support for LiveScan agencies statewide and assist with onboarding.
• Answer questions from agencies and IT suppliers about the onboarding process.
• Answer and track calls and email requests for technology assistance related to equipment purchases and upgrades.
• Establish network connectivity from agency LiveScans to LiveScan cloud hosts and maintain inventories.
• Prepare MOUs, generate help desk tickets, and monitor ticket status with IT suppliers.

Skills

Advanced computer skills

PC peripherals

Network Help Desk

Customer relations

Verbal communication

Written communication

Project management

Analytical skills

Multi-tasking

Tools

MS Word

MS Excel

MS Outlook

Job description

Job description

The Help Desk Analyst 4 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. The person selected for this position will work full-time onsite at Virginia State Police Headquarters, 7700 Midlothian Tpke, North Chesterfield, VA 23235. Working hours are Monday through Friday, 8:30am to 5:00pm, excluding state holidays.

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.

Required/Desired Skills

• Advanced computer skills are required, particularly related personal computers, PC peripherals and network Help Desk support services
• Required 5 Years expertise related to troubleshooting computer software/hardware problems
• Required 5 Years advanced customer relations skills
• Required 5 Years good verbal and written communication skills
• Required 5 Years ability to control and manage several projects simultaneously
• Required 5 Years working knowledge of MS Word, MS Excel, and MS outlook
• Required 5 Years strong analytical and decision-making skills