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Title: Help Desk Analyst Location: Richmond, VA (Onsite) Duration: 12+ Months Type: Contract Job Description: - Troubleshoot, track and remediate issues on end user computing hardware and software systems. -Provide Tier 1/11 end-user support at multiple VDEM office locations (Moorefield, EOC, and DTW). -Advocate for the user and systems that allow for greater efficiencies within the scope of security standards.
- Exhibit personal integrity regarding providing users with the best solutions, while guiding users on how to best utilize the systems.
- Deliver IT support to ensure all end user computing devices and systems for all VDEM office locations are operational.
- End User computing devices include, but not be limited to, computer equipment, standard COTS software applications, peripheral devices, and network copiers, printers, and fax machines.
- Ensures day-to-day operations for agency end user by monitoring the VCCC Help Desk tickets and internal Request Tracker.
- Review queue, action or assign those for VDEM IT Help Desk, and escalate as needed.
- Provide maintenance and update of all VDEM end user computing devices (laptops, desktops, peripherals, and network accounts, etc.).
- Develop and maintain documentation on the VDEM Collaboration and MS Teams sites to assist users and business units to support day-to-day technology needs.
- Coordinates, tracks and updates hardware assets information in the CMDB (system of record). Provides timely and effective communications regarding readiness status within assigned deadlines.
Required Certificates and Skills - CompTia A+
- Keystone Edge Ticketing System
Date Posted: 14 April 2025
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