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

The analyst will deliver Tier-1 support by answering and triaging incidents and requests via phone, email, and self-service portals, escalating issues as needed, and providing Tier-2 support including hardware and software troubleshooting, installations, and remote assistance. They will also contribute to knowledge articles and support technology integration 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.

• 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.

• 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.
• Provide excellent customer service.
• 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.

Candidates must have at least a high school diploma or equivalent, proficiency in Service Now, and experience with Five9 is desirable. Certifications such as CompTIA A+, Security+, Network+, HDI, and ITIL Foundation are beneficial. Strong customer service, communication skills, and recent help desk experience are essential.

: #851-Rockville-S1