Help Desk Analyst

Job Description:

Help Desk Analyst

Description

Help Desk Analyst

Department of Information Technology

12 Months, Full-Time

Non-Exempt, Pay Grade 29

VRS-Eligible, Benefits-Eligible

Job Summary/ Objective:

Assists customers in resolving technology issues in a timely and professional manner. Services including but not limited to help desk, computer hardware, and software installation, telecommunication equipment, problem resolution, and user training.

Supervisory Responsibilities:

• None.

Essential Functions:

• Acts as liaison between vendors and departments, staff liaisons; Assists Information Technology and users by responding to questions and problems on applications, software, and hardware as required;
• Creates and maintains graphical charts for explanation of projects and progress reporting;
• Provides status reports to supervisor and management;
• Participates in Department's teamwork concept;
• Meets Departmental and organizational deadlines;
• Ensures prompt and accurate status and feedback of questions and problems to customers and

management;

• Composes and maintains support documentation;
• Troubleshoots and resolves various issues;
• Conducts training for customers and users;
• Receives and logs HelpDesk calls;
• Performs quality control checks and call metrics, and addresses errors prior to reporting;
• Resolves 15% of the incoming HelpDesk calls.
• Obtains price quotes for various hardware;
• Ensures that appropriate staff are aware of new and aging calls which still need responses;
• Ensures timely escalation of customer questions and problems by documenting the impact to the
• customer;
• Initiates escalation as appropriate to ensure management awareness of problems that are severe in
• nature or that are exceeding documented targets;
• Assists Information Technology staff on computer software installation and problem determination;
• Helps coordinate hardware repair with outside vendors;
• Helps contact vendors for problem resolutions;
• Tracks location of support personnel in the field;
• Evaluates tools and methods to enhance HelpDesk and problem tracking;
• Inventories Information Technology spare parts;
• Helps maintain master inventory of all County audiovisual equipment, computer equipment, and peripherals;
• Performs Quality Control checks on work of other staff;
• Performs various other activities as required.

Competency: Knowledge/ Skills/Abilities:

• Ability to work well with people and as part of a cross-functional team.
• Requires excellent interpersonal communication skills, especially the ability to communicate technical ideas clearly and translate user requests, and an ability to communicate effectively to a diverse audience.
• Strong Maintaining a strong customer-service orientation.
• Skill in troubleshooting a variety of complex computer hardware and software issues.
• Operating effectively and graciously in stressful situations.
• Work requires good initiative and assertiveness.
• Good project management skills.
• Possesses the ability to manage calls received efficiently and professionally.
• Demonstrable computer logic abilities.
• Possesses demonstrable knowledge of computers, hardware, and software.

Required Education and Experience:

• Any combination of education and experience equivalent to graduation from high school supplemented by classes in computer science or related field.

Preferred Qualifications/Certifications:

• Preferably one of the following:
• Baccalaureate degree from an accredited four-year college/university in computer science, information systems management, business management, or a related field.
• Community college degree in Computer Science or Business.
• Additional experience may be substituted for education.
• Certifications such as HDI, A+, Network+, MCP, MCSA, MCSE, ITIL, PMP, PBA, ECBA, CCBA, CBAP.

Physical and Mental Requirements:

• Work is typically performed in an office, data center or conference rooms.
• Communicate in in-person and virtual meetings.
• Regular use of telephone and chat.
• Regular use of computers.
• Regular handling of small computer components.
• Lifting of up to 50 pounds.
• Occasional need to perform urgent tasks to meet organizational deadlines.
• Occasional work after normal business hours.
• Occasional weekend duties.
• Occasional operation of county vehicles to travel to locations throughout the county is required.
• Regular contact with other county employees and senior leadership at all levels of County government.
• Employees must possess a valid driver’s license and meet the qualifications of the County’s driver eligibility program. Occasional travel between County facilities or to off-site meetings may be required.
• Employees in this position may be considered essential personnel and fall under Albemarle County AP-4 and in addition, be subject to working overtime, being held over, or called back for disasters, local emergencies, or special events.

Remote Work:

This position is not eligible for a hybrid remote work schedule and is required to work at a County facility. All County staff must maintain residence within the Commonwealth of Virginia.

Salary Range:

The hiring range for this position is $25.73 - $28.43 per hour (approx. $53,512 - $59,144 per year). Starting offer is based on applicable education beyond minimum requirements and internal equity. The position also provides excellent benefits including 12 paid holidays, paid vacation and sick leave, health insurance options with employer contribution, employer-paid life insurance, VRS retirement, and continuing education/training opportunities. This is a full time, FLSA non-exempt position. Internal candidates will receive pay adjustments in accordance with Local Government Personnel Policy, §P-60.

DEADLINE FOR APPLICATIONS: Application deadline is Friday, December 26, 2025.