Help Desk Analyst

Position: Help Desk Analyst

Location: Hybrid - Arlington VA.

Contract Term:6 Months+ / 40Hrs per weekMonday thru Friday 7am - 5pm. (Hours may fluctuate between two shifts)

Arlington County’s Department of Technology Service is looking to hire a Tier-1 Help Desk Analyst to respond to phone, portal, email submitted Incident and Request tickets for its Technical Solutions Center (TSC).

Position responsibilities include, but are not limited to:

• Deliver Tier-1 Support in office/remotely (hybrid)
• Answer, validate and triage incoming:

- Phone-in incidents and requests from internal Arlington County employees.

- Email submitted incidents and request from internal Arlington County employees.

- Self-service ticket submissions routed from internal Arlington County employees.

• Escalate issues to Tier 2 as needed, as well as set customer expectations for follow-up (i.e. when to expect a follow-up contact and by whom).
• Identify and perform First Contact Resolution tickets.
• Provide technical information/assistance on configuration, setup, maintenance and initial troubleshooting of County standard computer systems, hardware, and software.
• Provide best effort support for technical information/assistance on non-standard computer systems, hardware and software, and internet service providers.
• Develop/contribute to and maintain Knowledge Articles.
• Follow up on customer queries with T2 (in-depth technical support – power user) and T3 (expert product and service support – engineers, architects) teams.
• Provide support and follow up for specifically assigned tasks.
• Work on DTS and Arlington County Projects and Special projects.
• The County of Arlington operates primarily in a Windows environment and Office 365 with a combination of Laptops, Desktops, and Mobile Devices.
• Capabilities must include wireless and remote troubleshooting, superior customer service skills, excellent communications skills and recent Help Desk experience.
• The County of Arlington processes its tickets via ServiceNow.

Requirements:

• Must be a High School Graduate or equivalent.
• CompTIA A+, Security + or Network + certification HDI Certification a plus.
• ITIL Foundation a plus.

Job Type: Contract

Schedule:

• 8 hour shift

Ability to Relocate:

• Arlington, VA: Relocate before starting work (Required)

Work Location: In person