The Arlington County Department of Technology Service is hiring a hybrid Tier-1/Tier-2 Service Desk Analyst to provide technical support to internal employees. The role involves responding to incidents and requests through various channels and requires both in-office and remote troubleshooting within a 40-hour workweek.
Role and Responsibilities
Deliver Tier-1 support in office
Answer, validate and triage incoming phone‑in incidents and requests from internal Arlington County employees.
Answer, validate and triage incoming email‑submitted incidents and requests from internal Arlington County employees.
Answer, validate and triage incoming self‑service ticket submissions routed from internal Arlington County employees.
Escalate issues to Tier 2 as needed, and 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 support for non‑standard computer systems, hardware and software, and internet service providers.
Develop/contribute to and maintain Knowledge Articles.
Follow up on customer queries with Tier 2 (in‑depth technical support) and Tier 3 (expert product and service support) teams.
Provide support and follow up for specifically assigned tasks.
Provide Tier 2 IT desk‑side and/or call‑center support to end users for software and hardware troubleshooting.
Installs, modifies, and repairs computer hardware and software both in person and using remote access tools.
Provide support for on‑site and remote (via Citrix) technology integration including laptops, printer networks, and VOIP systems.
Apply basic diagnostic techniques to identify problems, investigate causes, and recommend solutions.
Utilize ServiceNow to create, update, and close incident and service requests.
Assist with configuration and support for agency‑issued mobile devices.
Serve as a technical expert and liaison to ACG Department clients and contract staff.
Maintain current knowledge of relevant technology as assigned.
Work on DTS and Arlington County projects and special projects.
Qualifications and Skills 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.
High school diploma or equivalent.
Proficient using ServiceNow.
Experience with Five9 is desirable.
CompTIA A+, Security+, Network+, HDI, and ITIL Foundation certifications beneficial.
Strong customer service, communication skills, and recent help‑desk experience.
Requirements
Must be a High School Graduate or equivalent.
Must be proficient using ServiceNow.
CompTIA A+, Security+ or Network+ certification, HDI Certification a plus.
#J-18808-Ljbffr
Role and Responsibilities
Deliver Tier-1 support in office
Answer, validate and triage incoming phone‑in incidents and requests from internal Arlington County employees.
Answer, validate and triage incoming email‑submitted incidents and requests from internal Arlington County employees.
Answer, validate and triage incoming self‑service ticket submissions routed from internal Arlington County employees.
Escalate issues to Tier 2 as needed, and 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 support for non‑standard computer systems, hardware and software, and internet service providers.
Develop/contribute to and maintain Knowledge Articles.
Follow up on customer queries with Tier 2 (in‑depth technical support) and Tier 3 (expert product and service support) teams.
Provide support and follow up for specifically assigned tasks.
Provide Tier 2 IT desk‑side and/or call‑center support to end users for software and hardware troubleshooting.
Installs, modifies, and repairs computer hardware and software both in person and using remote access tools.
Provide support for on‑site and remote (via Citrix) technology integration including laptops, printer networks, and VOIP systems.
Apply basic diagnostic techniques to identify problems, investigate causes, and recommend solutions.
Utilize ServiceNow to create, update, and close incident and service requests.
Assist with configuration and support for agency‑issued mobile devices.
Serve as a technical expert and liaison to ACG Department clients and contract staff.
Maintain current knowledge of relevant technology as assigned.
Work on DTS and Arlington County projects and special projects.
Qualifications and Skills 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.
High school diploma or equivalent.
Proficient using ServiceNow.
Experience with Five9 is desirable.
CompTIA A+, Security+, Network+, HDI, and ITIL Foundation certifications beneficial.
Strong customer service, communication skills, and recent help‑desk experience.
Requirements
Must be a High School Graduate or equivalent.
Must be proficient using ServiceNow.
CompTIA A+, Security+ or Network+ certification, HDI Certification a plus.
#J-18808-Ljbffr