Tier 1​/Service Desk Support

Job Title:

Service Desk Analyst- (Tier 1/Tier
2)

Location:

Arlington Va

Compensation: 20-27hr W2

Contractor Work Model: onsite

If interested reach out directly to

• Deliver Tier-1 support by answering and triaging incidents and requests via phone, email, and self-service portals, escalating issues as needed.
• Provide Tier-2 support including hardware and software troubleshooting, installations, and remote assistance.
• Contribute to knowledge articles and support technology integration projects.
• 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 requests; self-service ticket submissions.
• Escalate issues to Tier 2 as needed, set customer expectations for follow-up.
• Identify and perform First Contact Resolution tickets.
• Provide technical information and assistance on configuration, setup, maintenance and initial troubleshooting of County standard computer systems, hardware, and software.
• Provide best effort support for technical information and 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 and T3 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.
• Some 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.

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

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