Tier 1​/Service Desk Support

Job:
Service Desk Analyst- (Tier 1/Tier
2)

Location:

In Office – 2100 Clarendon Blvd, Arlington, VA (100% ONSITE)

Full-time, Monday through Friday, 7 am to 5 pm.

Estimated

Start Date:

ASAP

W2 Hourly Pay: $20.00‑$28.00 per hour.

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. The County operates primarily in a Windows environment using Office 365, with laptops, desktops, mobile devices, and Service Now for ticket management.

• Deliver Tier‑1 support: answer, validate, triage phone, email, and self‑service ticket submissions from internal employees; set expectations and eskalate to Tier‑2 as needed; identify and perform first‑contact resolution.
• Provide Tier‑2 support: troubleshoot hardware and software, install, modify and repair equipment, use remote access tools, support technology integration (laptops, printers, VoIP, Citrix).
• Contribute to and maintain knowledge articles.
• Follow up with T2, T3 teams and handle specific assigned tasks; support projects and special initiatives.
• Maintain current knowledge of relevant technology.

• High school diploma or equivalent.
• Proficiency in Service Now; experience with Five9 desired.
• CompTIA A+, Security+, Network+, HDI, and ITIL Foundation certifications beneficial.
• Strong customer service and communication skills; recent help desk experience essential.

• Must be a High School Graduate or equivalent.
• Must be proficient using Service Now.
• Experience using Five9 is desired.
• CompTIA A+, Security+, Network+, HDI, or ITIL Foundation certification a plus.