Helpdesk Analyst
Information Technology | Arlington, VA | Contract
We are looking for a Helpdesk Analyst position at Arlington VA. The position details are as follows.
Position: Helpdesk Analyst
Location: Arlington VA.
Work hours per week: 40
Duration: 6 Months +
Position responsibilities include, but are not limited to:
• Deliver Tier-1 Support for in office/remote employees
• Primary function is Phone Support
• Greet, submit tickets for Walk-Up support and Scheduled Appointments
• Answer, validate and triage incoming tickets:
o phone-in Incidents and Requests.
o email submitted Incidents and Requests.
o 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.
Arlington County Government operates primarily in a Windows environment and Office 365 with a combination of Laptops, Desktops, and Mobile Devices.
Capabilities must include superior customer service skills, excellent communications skills and recent Help Desk experience.
ServiceNow ticketing system experience preferred, and Five9 is the IVR/ACD phone system.
Requirements:
• Must be a High School Graduate or equivalent.
• CompTIA A+, Security + or Network + certification, ITIL Foundations, and HDI Certification a plus.