Help Desk Analyst

Position: Help Desk Analyst Location: Hybrid - Arlington VA. Contract Term: 6 Months+ / 40Hrs per week Monday thru Friday 7 am - 5 pm. (Hours may fluctuate between two shifts) Arlington County’s Department of Technology Service is looking to hire a Tier-1 Help Desk Analyst to respond to phone, portal, email submitted Incident and Request tickets for its Technical Solutions Center (TSC). 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 requests 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. 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. CompTIA A+, Security + or Network + certification HDI Certification a plus. ITIL Foundation a plus.