Service Desk Analyst

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.

• 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 Service Now 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.

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 Service Now.
• 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.

• Must be a High School Graduate or equivalent.
• Must be proficient using Service Now.
• CompTIA A+, Security+ or Network+ certification, HDI Certification a plus.