Tier 1/2 Service Desk Support

Job: Service Desk Analyst- (Tier 1/Tier 2)
Location: (In Office) – 2100 Clarendon Blvd, Arlington, VA (100% ONSITE)
The position is full-time, Monday through Friday, with hours ranging from 7 am to 5 pm
Estimated Start Date: ASAP
W2 Hourly Pay $20.00- $28.00/hr



Our client 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: The analyst will deliver Tier-1 support by answering and triaging incidents and requests via phone, email, and self-service portals, escalating issues as needed, and providing Tier-2 support including hardware and software troubleshooting, installations, and remote assistance. They will also contribute to knowledge articles and support technology integration projects.


The County operates primarily in a Windows environment using Office 365, with a mix of laptops, desktops, and mobile devices, utilizing ServiceNow for ticket management.

Qualifications and skills: Candidates must have at least a high school diploma or equivalent, proficiency in ServiceNow, and experience with Five9 is desirable. Certifications such as CompTIA A+, Security+, Network+, HDI, and ITIL Foundation are beneficial. Strong customer service, communication skills, and recent help desk experience are essential.

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.
•Must be proficient using ServiceNow
•Experience using Five9 is desired
•CompTIA A+, Security + or Network + certification HDI Certification a plus.
•ITIL Foundation a plus.

Position responsibilities include, but are not limited to:

Deliver Tier-1 Support in office:

• 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.

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
• Provide excellent customer service,
• Somes asked to serve as a technical expert and liaison to ACG Department clients and contract staff
• Maintains current knowledge of relevant technology as assigned
• Work on DTS and Arlington County Projects and Special projects.
  
  

Ref: #851-Rockville-S1