The Central Help Desk Analyst provides primarily remote Tier 1 support for Chesterfield County Public Schools (CCPS), resolving issues via online ticket workflows, phone calls, and email inquiries. This role focuses on resolving and coordinating high-volume end-user needs that are frequently application-, account-, and/or configuration-related in a Google Workspace environment (e.g., access, permissions, Google Admin actions, approved instructional applications, and identity workflows including RapidIdentity). The Analyst does not dispatch field staff; instead, the position performs remote troubleshooting and coordinates handoffs by reclassifying and routing tickets to the correct owning queue when a physical touch or specialized intervention is required (e.g., regional Technology Support Analysts (TSAs) for hands-on Tier 1 non-Chromebook support, external vendor for Chromebook service execution, and Tier 2 escalation for network/systemic issues). The position is responsible for ticket quality and documentation standards for tickets routed to the Central Help Desk queue. Strong customer service skills, clear communication, and sound professional judgment are required.
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Essential Job Functions:
Provides customer support to technical and non-technical users using a remote-first approach, and proactively follows up to ensure complete resolution of tickets assigned to the Central Help Desk queue
Works within the online ticketing system as the primary workflow tool; Documents work performed, applies correct issue categories, and maintains clear, auditable ticket notes for tickets routed to the Central Help Desk
Resolves common Tier 1 issues without on-site dispatch, including Google Workspace application support account/access issues and approved instructional application access troubleshooting
Supports identity and access workflows, including RapidIdentity-related access issues and single sign-on (SSO) troubleshooting, using established practices and escalation criteria
Supports the instructional application ecosystem, including Clever-related access issues and approved instructional applications, by troubleshooting access, configuration, and user-impact symptoms, as appropriate
Executes authorized administrative actions within Google Admin/Workspace tools and related platforms to restore service, maintain stability, and reduce repeat issues
Coordinates Chromebook program financial workflow tickets related to intentional damage fees and invoices, routing to the appropriate program lane as needed
Reclassifies and routes tickets to the correct owning queue when a physical touch is required
Applies defined escalation criteria; escalates to Tier 2 only when scope, impact, and evidence indicates a systemic issue and basic checks are complete
Contributes to and maintains user-facing Tier 0 resources in online ticketing system, including knowledge articles, known fixes, and quick reference guides, to reduce ticket volume and improve user self-service
Provides training and quick guides for division staff on Chromebook program processes and expectations in alignment with program guidance and on common access and application workflows to reduce preventable tickets
Helps maintain acceptable use and security settings posture, in coordination with Google Admin practices and established governance
Analyzes ticket trends and recurring issues to identify prevention opportunities; Recommends improvements to categories, forms and required fields, routing rules, and knowledge resources, as requested
Creates and maintains user-facing visualizations of relevant data, including common issue trends, ticket status themes, and recurring problem areas, to inform communications and continuous improvement
Performs other related duties as assigned
Budgetary Responsibility:
This position has no budgetary responsibility.
Report Preparation:
Prepares reports and metrics summaries as requested by supervisor
Equipment Operation:
Utilizes a personal computer, general office equipment, and equipment related to Technology Services
Contacts:
This position has frequent contact with Principals, staff, students, and vendors in order to answer questions, provide information, and resolve problems. Other contacts include TSAs and TSA Team Leads, Office of Instructional Technology staff, external vendor technicians (for Chromebook service, Network Services staff for Tier 2 support, and other Central Office departmental staff, as needed.
Work Direction/Supervision:
This position does not provide work direction or supervise other positions. The position coordinates work through established routing lanes and practices, and does not create a hierarchy over other Tier 1 recipients. Each receiving team maintains responsibility for quality within its own queue.
Decision-Making:
This position requires independent decision-making to troubleshoot and resolve Tier 1 incidents within the Central Help Desk queue, determine the appropriate routing lane, and escalate issues based on defined criteria. The employee should seek supervisor advice in unusual situations or when policy exceptions may apply.
Formal Policy-Setting Responsibilities:
This position has no formal policy-setting responsibilities, but informs supervisors of technology issues, trends, and opportunities to improve routing, knowledge resources, and prevention practices. Security and acceptable use posture changes are coordinated through established governance.
Physical Demands:
Must have the ability to sit for extended periods of time; exhibit manual dexterity to operate a computer and telephone; see and read a computer screen and printed material with or without vision aids; hear and understand speech at normal indoor levels and on the telephone; and speak in audible tones so that others may understand clearly.
Work Environment:
The employee regularly works in an office environment or remote-capable setting. The noise level is typically quiet to moderate. Normal precautions of working around electronic equipment must be exercised at all times.
Knowledge/Skills/Abilities:
Demonstrated ability to communicate effectively, both verbally and in writing, including translating technical information for non-technical users
Demonstrably strong customer service skills, including the ability to de-escalate issues and set clear expectations for next steps
Working knowledge of Google Workspace administration and application troubleshooting in a PreK–12 environment; of identity and access concepts, including SSO, account provisioning, and RapidIdentity workflows; and of common instructional application ecosystems, such as Clever, and troubleshooting of access and rostering systems, as applicable
Ability to apply online routing rules consistently and reclassify tickets accurately, and to understand boundaries between Central Help Desk work, TSA hands-on work, external vendor Chromebook service, and Tier 2 escalation
Ability to maintain accurate documentation and ticket notes for operational continuity and auditing purposes, to analyze ticket trends and produce clear user-facing visualizations and dashboards, and to manage competing priorities in a high-volume environment while maintaining professionalism
Education, training, or experience sufficient to demonstrate the required knowledge, skills, and abilities
Prefered: Bachelor’s Degree in Information Systems, Computer Science, or a related field, with at least two years of related customer-facing technical support experience, and certifications in one or more of the following: Google Workspace, CompTIA A+/Network+, and/or ITIL Foundations
Applicants considered for employment must successfully complete the following background investigations/tests:
Federal Bureau of Investigation (FBI) Criminal History Investigation
State Police Criminal History Investigation
Child Protective Services (CPS) Investigation
Tuberculosis Screening/Test
Compensation
$57,488.00 - $97,720.85
Hours Per Day
8
Days Per Year
260
Benefits
Chesterfield County Public Schools offers a wide variety of benefits to employees. Benefit offerings may differ based upon full-time and part-time employee status.
Chesterfield County Public Schools assures Equal Employment Opportunities for employees as required by Federal and State Orders and Laws. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential tasks. This job description is intended to accurately reflect the position activities and requirements. However, administration reserves the right to modify, add, or remove duties and assign other duties as necessary. It is not intended to be and should not be construed as an all-inclusive list of all the responsibilities, skills, or working conditions associated with the position and does not imply an employment contract.
