Job Details
Qualifications
- Canvas
- Help desk
- LMS
- Software troubleshooting
- Windows
Benefits
- Dental insurance
- Employee discount
- Health insurance
- Paid parental leave
- Paid time off
Job Description
Posting Summary
Working Title IT Help Desk Analyst
Role Title Computer Operations Techn I
Role Code 39011-FP
FLSA Non-Exempt
Pay Band 03
Position Number 280W0786
Agency Northern VA Community College
Division NV280-VP of College Computing
Work Location Fairfax County - 059
Hiring Range $16/hr
Emergency/Essential Personnel Yes
EEO Category E-Paraprofessional
Full Time or Part Time Part Time
Does this position have telework options? -Telework options are subject to change based on business needs- Yes
Does this position have a bilingual or multilingual skill requirement or preference?
Work Schedule
29 hrs/week – Shifts will vary depending on coverage needs. The IT Help Desk is open Monday – Friday, 8AM – 5PM.
Sensitive Position No
Job Description
General Description:
This is an entry level IT Help Desk position that will act as the initial contact for IT related issues and provide tier I technical support to faculty, staff, and students via telephone, e-mail, chat, and video conferencing software (Zoom, Teams, etc.). Troubleshoot and escalate issues to appropriate tier II support groups. Follow-up on open or pending issues. Able to work remotely in a professional manner. The position is currently in-office with some possible remote work opportunities.
Applicants must be able to demonstrate basic knowledge of hardware and software support in any capacity (personal, professional, and/or educational experience) in order to be considered for this position.
Duties and Tasks:
Help Desk Operating Hours: Mon – Fri, 8 am – 5 pm
Maintain a courteous, professional attitude.
Provide tier 1 support for college-supported applications and account inquiries, escalate to tier 2 when necessary.
Make a timely assessment of issues that may require escalation; escalate without undue delay. Provide timely status updates to users with open tickets.
Adhere to protocols within the support parameters of the college systems, security guidelines, and contractual/licensing agreements set by FERPA, VCCS, NVCC, and all applicable vendors.
Help identify tasks, scenarios, information, and/or internal websites that may need improving based on the evolving technologies and report these to the IT Help Desk manager for review.
Monitor and report any issues that may impact the daily operations of the college.
Follow established NVCC guidelines for security practices as outlined in the Acceptable Use Agreement, IT Security Awareness, and other HR directives.
Work with Lead IT Help Desk analyst, manager, team members, other support groups, and independently to facilitate faculty, student, and staff support.
Participate in appropriate training as necessary.
Monitor IT Help Desk email, SmarterTrack and TeamDynamix ticketing systems, and calls to the Help Desk for critical communications from VCCS or NVCC personnel that need immediate attention.
Escalate outage issues to the Lead IT Help Desk analyst and manager.
Position will primarily be in the NOVA Pender office located in Fairfax, VA.
Special Assignments
May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor.
KSA's/Required Qualifications
Required KSAs:
Ability to multitask, specifically with being able to create a ticket while talking to users on the phone.
Ability to learn and retain knowledge of Learning Management System resources.
Ability to accept constructive criticism in a professional manner.
Monitor all communicative mediums (email, text, phone, instant messaging, etc.) for important information regarding the Help Desk and the College.
Ability to keep a calm, professional demeanor while working in a high call volume environment.
Must be able to work the full 29 hours per week within the Help Desk hours of operations.
Must be able to work a flexible schedule based on coverage needs and shift availability.
Ability to work independently and professionally in a remote environment when necessary (remote environment requires a home office where college business can be conducted in a private and secure manner per state guidelines)
Minimum Qualifications:
Some experience with general PC hardware and software troubleshooting
Some experience with IT Help Desk Training Schedule.
Some experience with communication and customer service.
Some experience with basic hardware and software support
Some experience in MS office
Some experience in Windows operating systems (Windows 10 and 11) and common settings.
Additional Considerations
Additional Considerations:
Some networking knowledge and experience for mobile computing devices (laptops, smart phones, etc.)
Some knowledge of Learning Management Systems and applications such as Canvas, SIS, Student email (gmail), or equivalent systems.
Some experience with Active Directory.
Some experience walking users through troubleshooting PC hardware and software issues over the phone or through email.
Some knowledge and understanding of an IT ticketing system and escalation process.
Operation of a State Vehicle No
Supervises Employees No
Required Travel
n/a
Posting Detail Information
Posting Number WGE_1531P
Recruitment Type General Public - G
Position End Date (if temporary)
Job Open Date 07/25/2023
Job Close Date 08/08/2023
Open Until Filled No
Agency Website www.nvcc.edu
Contact Name
Email
Phone Number
Special Instructions to Applicants
In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their Certificate of Disability (COD) provided by a Certified Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS). Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS to get their Certificate of Disability. If you need to get a Certificate of Disability, use this link: https://www.vadars.org/drs/cpid/PWContact.aspx , or call DARS at 800- 552-5019.
Additional Information
Northern Virginia Community College (NOVA) is the largest public institution of higher education in the Commonwealth of Virginia and one of the largest community colleges in the nation. NOVA enrolls nearly 75,000 students on its six campuses in Alexandria, Annandale, Sterling, Manassas, Springfield, and Woodbridge, as well as through NOVA Online and high school dual enrollment programs. The College offers more than 100 affordable associate degree and certificate programs to help our students reach their academic and professional goals in some of the most in-demand careers.
At NOVA, we are deeply committed to fostering an inclusive community for all students, faculty, and staff, and our diverse workforce is representative of this commitment. To this end, we encourage all applicants seeking to add value through their diverse backgrounds, experiences, and interests to consider employment opportunities with NOVA. To learn more about NOVA’s commitment to inclusive excellence, please visit our website.
NOVA offers eligible employees a benefits package that includes a comprehensive health and dental insurance program, generous paid leave, deferred compensation plans, paid parental leave, state employee discounts, and a solid and secure retirement program.
We strive to ensure our employees have the tools and development opportunities to support and promote NOVA’s mission. For more information about NOVA and its programs and services, please visit our website at www.nvcc.edu.
The security of our students, faculty, and staff is very important at NOVA. Please take a moment to review NOVA’s Annual Security Reports.
Background Check Statement Disclaimer
The selected candidate’s offer is contingent upon the successful completion of a criminal background investigation, which may include: fingerprint checks, local agency checks, employment verification, verification of education, credit checks (relevant to employment). Additionally, selected candidates may be required to complete the Commonwealth’s Statement of Economic Interest.
EEO Statement
The Virginia Community College System, an EEO employer, welcomes applications from people of all backgrounds and recognizes the benefits of a diverse workforce. Therefore, the VCCS is committed to providing a work environment free of discrimination and harassment. Employment decisions are based on business needs, job requirements and individual qualifications. We prohibit discrimination and harassment on the basis of race, color, religion, sex, national origin, age, sexual orientation, mental or physical disabilities, political affiliation, veteran status, gender identity, or other non-merit factors.
ADA Statement
The VCCS is an EOE and Affirmative Action Employer. In compliance with the Americans with Disabilities Acts (ADA and ADAAA), VCCS will provide, if requested, reasonable accommodation to applicants in need of access to the application, interviewing and selection processes.
E-Verify Statement
VCCS uses E-Verify to check employee eligibility to work in the United States. You will be required to complete an I-9 form and provide documentation of your identity for employment purposes.
Supplemental Questions
Required fields are indicated with an asterisk (*).
- I understand that only information provided at the time of the application submission will be considered when determining my qualifications and only responses to