Position: Help Desk Analyst- (Tier 1)
Location: Arlington, VA - Hybrid (In office)
Duration: Long Term
Job Description
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.
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
Pay: $15.00 - $28.85 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
Experience:
- Help desk: 2 years (Preferred)
- Windows: 2 years (Preferred)
Ability to Commute:
- Arlington, VA 20598 (Required)
Ability to Relocate:
- Arlington, VA 20598: Relocate before starting work (Required)
Work Location: In person