VDEM - Help Desk Analyst
- vrkitvision
252 Days Ago
18-20 per Hourly
NA
Remote
6-32 Years
Job Description
Position: VDEM - Help Desk Analyst 4 (745405)
Location: On-Site (Richmond, VA - Multiple VDEM Office Locations)
Client: Virginia Information Technology Agency
Vendor Rate: 20/hr on C2C
Location: On-Site (Richmond, VA - Multiple VDEM Office Locations)
Client: Virginia Information Technology Agency
Vendor Rate: 20/hr on C2C
Job Overview:
The Help Desk Analyst 4 will provide Tier 1/II end-user support across multiple Virginia Department of Emergency Management (VDEM) office locations, including Moorefield, EOC, and DTW. This role involves troubleshooting, tracking, and remediating issues related to end-user computing hardware and software systems, while ensuring all devices and systems are operational. The analyst will be responsible for maintaining and updating user devices, coordinating hardware assets, and developing documentation to support day-to-day technology needs.
The Help Desk Analyst 4 will provide Tier 1/II end-user support across multiple Virginia Department of Emergency Management (VDEM) office locations, including Moorefield, EOC, and DTW. This role involves troubleshooting, tracking, and remediating issues related to end-user computing hardware and software systems, while ensuring all devices and systems are operational. The analyst will be responsible for maintaining and updating user devices, coordinating hardware assets, and developing documentation to support day-to-day technology needs.
Key Responsibilities:
- Troubleshooting and Issue Resolution: Troubleshoot, track, and remediate issues on end-user computing hardware and software systems.
- Tier 1/II Support: Provide end-user support at multiple VDEM office locations, ensuring timely assistance and resolution of issues.
- User Advocacy: Advocate for the user by identifying and implementing systems that improve efficiencies within the scope of security standards.
- Personal Integrity: Exhibit personal integrity by providing users with the best solutions and guiding them on optimal system utilization.
- IT Support: Deliver IT support to ensure all end-user computing devices and systems are operational, including computer equipment, COTS software, peripherals, and network copiers, printers, and fax machines.
- Help Desk Operations: Monitor the VCCC Help Desk tickets and internal Request Tracker, reviewing, actioning, or assigning them for VDEM IT Help Desk, and escalating issues as needed.
- Device Maintenance: Provide maintenance and updates for all VDEM end-user computing devices, including laptops, desktops, peripherals, and network accounts.
- Documentation: Develop and maintain documentation on the VDEM Collaboration and MS Teams sites to assist users and business units in supporting day-to-day technology needs.
- Asset Management: Coordinate, track, and update hardware asset information in the CMDB (system of record).
- Communication: Provide timely and effective communications regarding readiness status within assigned deadlines.
Required Knowledge and Skills:
- CompTIA A+: Understanding of basic hardware and software troubleshooting, particularly in end-user environments.
- Keystone Edge Ticketing System: Familiarity with ticketing systems to manage and resolve user issues efficiently.
- Customer Support: Strong ability to provide exceptional end-user support, particularly in a multi-location environment.
- Documentation and Communication: Ability to create and maintain clear documentation and communicate effectively with users and team members.
- Hardware Asset Management: Experience in tracking and updating hardware assets in a CMDB or similar system.
Skill Matrix:
| Skill | Required/Desired | Years of Experience |
| CompTIA A+ Certification | Desired | 3 Years |
| Experience with Keystone Edge Ticketing System | Nice to have | 1 Year |
| Providing Tier 1/II end-user support in a multi-location environment | Required | 5+ Years |
| Troubleshooting end-user computing hardware and software systems | Required | 5+ Years |
| Maintenance and updates of end-user computing devices | Required | 5+ Years |
| Coordinating and updating hardware assets in CMDB | Required | 3+ Years |
Pradeep kumar Jai
Sr. Recruiter
VRK IT Vision Inc
Phone: +1(732)-(860)-7309 | Ext 709
Email: pradeep@vrkitvision.com
