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Desktop Support Analyst

Richmond, VA, USA Req #175
Friday, May 15, 2020

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

This important role is part of the It Customer Service team and provides desktop support to internal and external users.  The Service Desk staff work in a dynamic, fast-paced environment which provides services via phone, email, internal message system, remote software and in person.  The Desktop Support Analyst has frequent interactions with customers, utilizing outstanding customer service skills.  This role is responsible for logging and resolving incidents and service requests, ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands. 


Responsibilities will include:

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

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

  • Accurately documenting instances of desktop equipment or component failure, repair, installation, and removal;

  • Reviewing and researching system problems, diagnosing probable causes and instituting resolution to identified issues;

  • Escalating problems and outages to the Senior Desktop Support Analyst and Service Central Supervisor, when appropriate;

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

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

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

  • Installing and configuring new IT equipment such as laptops, printers and IP phones;

  • Supporting the onboarding of the equipment services for new employees.

Qualified candidates must possess:

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

  • Experience with MS Office and IT ticket systems;

  • A couple years’ experience in desktop support;

  • Strong customer service experience supporting internal and external customers with IT requests;

  • Ability to work independently to identify and resolve desktop and application admin issues;

  • Excellent verbal and written communications skills with good administrative skills;

  • Basic knowledge of hardware and software troubleshooting, installation and repair.

Preferred experience includes desktop support with technical proficiency in Windows 10 and hardware support. Experience supporting mobile devices and VOIP.


VHDA 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
http://www.vhda.com/careers.


This position will remain open until filled.


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


- EOE -

Other details

  • Pay Type Salary
  • Richmond, VA, USA