Help Desk Analyst 4

2 weeks ago

Richmond, United States Tri-Force Consulting Services, Inc. Full time
Job Description
Job Title: Help Desk Analyst 4

Location: Richmond, VA 23236

Department: Virginia Information Technology Agency

NOTE: This is an onsite position.

Other Relevant Certification: CompTIA Network+ Certified .

"The applicant is the center of our universe."

Job Summary:

The IT Support Specialist will troubleshoot, track, and remediate issues related to end-user computing hardware and software systems. This role involves providing Tier 1/2 support across multiple VDEM office locations, ensuring all end-user computing devices and systems are operational while adhering to security standards.

Key Responsibilities:

  • End-User Support: Deliver Tier 1/2 support for hardware and software systems across VDEM offices, including computers, software applications, peripherals, and network devices (copiers, printers, fax machines).
  • User Advocacy: Act as a user advocate to improve system efficiencies and guide users on optimal system usage within security guidelines.
  • Issue Resolution: Troubleshoot and resolve hardware and software issues, monitor Help Desk tickets, and manage internal Request Tracker queues. Escalate issues as necessary.
  • Maintenance and Updates: Perform regular maintenance and updates on end-user computing devices (laptops, desktops, peripherals) and network accounts.
  • Documentation: Develop and maintain documentation on VDEM Collaboration and MS Teams sites to support technology needs.
  • Asset Management: Coordinate, track, and update hardware asset information in the CMDB (system of record).
  • Communication: Provide timely and effective communication regarding system readiness and support status.
Qualifications:
  • Strong technical skills in troubleshooting hardware and software issues.
  • Experience with Tier 1/2 support in a multi-location environment.
  • Ability to manage and update documentation effectively.
  • Proficiency in asset management and tracking.
  • Excellent communication and problem-solving skills.

"If you are: bright, motivated, skilled, a difference-maker, able to get things done, work with minimum direction, enthusiastic, a thinker, able to juggle and multi-task, communicate effectively, and lead, then we would like to hear from you. We need exceptionally capable people for this role for our client, so get back to us and tell us why you think you are a fit."

About Us:

Tri-Force is one of the fastest growing companies in Philadelphia region by receiving the award 5 times and 3 times(Ranked #931 2021) on Inc. 5000 fastest growing companies in the USA. Tri-Force Consulting Services, Inc. is an established consulting services firm offering innovative solutions to Government and Commercial sectors. We specialize in building customized software applications solutions such as knowledge management systems, business intelligence, data analysis, database support and maintenance, data warehouse implementation and support, systems architecture and systems integration for our clients. Our technical competencies are in Java,.NET, SharePoint, PHP, Business Intelligence (Cog nos, Data Warehouse), mobile applications platforms (iPhone, iPad, Android, Blackberry), and various other technologies. We also specialize in providing resources to manage infrastructure projects. Tri-Force is one of the fastest growing companies in the Philadelphia region by receiving the award 5 times and 2 times on Inc. 5000 fastest growing companies in the USA

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