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Senior Desktop Support Analyst

Richmond, VA, USA Req #172
Tuesday, May 12, 2020

We’re looking for amazing people! Come join Virginia Housing as a Senior Desktop Support Analyst.

This important role is part of the IT Customer Service team and provides desktop support to internal and external users. The Senior Desktop Support Analyst has frequent interactions with customers utilizing outstanding customer service skills, is effective in interpersonal communication and problem solving, updates and closes tickets in a timely manner and adheres to all standards, policies and guidelines of Virginia Housing. The Senior Desktop Support Analyst develops and enhances support methods, keeps up with methodologies and technologies in order to deliver superior support to the lines of business and participates and contributes in team projects that enhances the quality of Service Desk support.

Responsibilities will include:

  • Responding to telephone calls, e-mails, and tickets from Virginia Housing computer users encountering problems, outages or concerns;

  • Creating tickets and documenting all activities in the ticketing system;

  • Taking ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible;

  • Applying diagnostic utilities and utilizing all available resources to aid in troubleshooting and problem resolution;

  • Providing proper escalation and notification, when needed, to the appropriate IT staff member;

  • Performing hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications;

  • Diagnosing and resolving software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications;

  • Performing preventative maintenance, including checking and cleaning of endpoints such as workstations, printers, IP Phones and peripherals;

  • Testing fixes to ensure problem has been adequately resolved and performing post-resolution follow-ups to help requests;

  • Managing the help desk loaner pool, including laptops, cables, adapters, etc.;

  • Troubleshooting and repairing conference room phones, projectors, sound, cables, wall plates, etc.;

  • Utilizing remote support tools to assist users with problems and to remotely update software;

  • Installing and configuring new IT equipment pertinent to endpoints such as laptops, printers, IP phones etc.;

  • Supporting the on-boarding of new employees.

Qualified candidates must possess:

  • Associate’s degree in Computer Science or other technical discipline or equivalent work related experience;

  • A+, Windows 10 certifications, or comparable experience;

  • Proven experience in desktop/server support with technical proficiency in Windows 10, networking and hardware support;

  • Experience in customer service supporting internal/external customers with IT requests in a medium enterprise organization;

  • Experience with MS Office and IT ticket systems;

  • Strong background in verbal and written communication skills;

  • Experience in PC management tools such as System Center Configuration Manager.

Preferred experience includes:

  • Bachelor’s Degree in Computer Science or other technical discipline, Microsoft Technician Associate (MTA) or Desktop Certification;

  • Experience supporting mobile devices and VOIP;

  • Basic understanding of IT Service Management ITIL and its processes.


Virginia Housing is one of the nation’s premier housing finance organizations. Our mission is to help Virginians attain quality, affordable housing, which we accomplish through our public-private partnerships.

We are focused on employee engagement and committed to a healthy and diverse workforce. We offer on-site conveniences such as a cafeteria, fitness center, and free parking. Educational opportunities to help your advancement are available through classroom and online programs.

Applications and resumes are accepted online only at

The position will remain open until filled.

Background and credit checks will be performed as a condition of employment.

- EOE -


Other details

  • Pay Type Salary
  • Min Hiring Rate $51,849.00
  • Max Hiring Rate $67,403.00
  • Richmond, VA, USA