IT Help Desk Analyst

$45,760 - $52,000/Yr

Optimuss - Richmond, VA

Full-time - Entry Level

Richmond, VA

11-50 employees

Professional, Scientific, and Technical Services

About the position

The IT Help Desk Analyst at Optimuss Inc is responsible for providing Tier 1/2 end-user support across multiple client office locations. This role involves troubleshooting and resolving issues related to end-user computing hardware and software systems, ensuring operational efficiency while adhering to security standards. The analyst will advocate for users, maintain documentation, and manage hardware assets to support the day-to-day technology needs of the organization.

Responsibilities

• Troubleshoot, track and remediate issues on end user computing hardware and software systems.
• Provide Tier 1/2 end-user support at multiple Client's 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 Client's office locations are operational.
• Ensure day-to-day operations for agency end user by monitoring the VCCC Help Desk tickets and internal Request Tracker.
• Provide maintenance and update of all Client's end user computing devices (laptops, desktops, peripherals, and network accounts, etc.).
• Develop and maintain documentation on the Client's Collaboration and MS Teams sites to assist users and business units to support day-to-day technology needs.
• Coordinate, track and update hardware assets information in the CMDB (system of record).
• Provide timely and effective communications regarding readiness status within assigned deadlines.

Requirements

• CompTIA A+ certification (Preferred)
• Experience with Keystone Edge Ticketing System (1 year preferred)
• Ability to relocate to Richmond, VA before starting work (Required)

Nice-to-haves

• Experience with Keystone Edge Ticketing System (1 year)

Benefits

• Pay range of $22.00 - $25.00 per hour
• In-person work location
• 8 hour shift, Monday to Friday