Service Desk Analyst (Tier 1/Tier2)

Job at a Glance

• Title: Tier-1/Tier-2 Service Desk Analyst
• Location: Arlington, VA (hybrid model)
• Contract: Permanent contract 
• Pay: $20-25/hour + optional medical, dental, vision, 401(k) match

Overview

The Arlington County Department of Technology Service 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 position offers an opportunity to contribute to technology support and integration projects in a dynamic environment.

Key Responsibilities

• 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 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
• Provide Tier 2 IT desk side and/or call center support to end users for software and hardware troubleshooting
• Install, modify, and repair 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 ServiceNow to create, update, and close incident and service requests
• Assist with configuration and support for agency issued mobile devices
• Provide excellent customer service, serving as a technical expert and liaison to department clients and contract staff
• Maintain current knowledge of relevant technology as assigned
• Work on DTS and Arlington County Projects and Special projects

Required Skills

• Must be proficient using ServiceNow
• Experience using Five9 is desired
• CompTIA A+, Security + or Network + certification
• HDI Certification a plus
• ITIL Foundation a plus
• Strong customer service and communication skills
• Recent Help Desk experience
• Ability to troubleshoot in a Windows environment using Office 365
• Wireless and remote troubleshooting skills
• Excellent communication skills

Required Education

• No Education Requirements

Preferred Skills

• Experience with Windows environment and Office 365
• Knowledge of wireless and remote troubleshooting
• Experience supporting laptops, desktops, and mobile devices
• Ability to support VOIP systems and printer networks
• Familiarity with Citrix remote access tools

Why Should I Apply?

This position offers a chance to work in a supportive environment with opportunities to develop your technical skills and contribute to critical county projects. If you enjoy troubleshooting and providing excellent customer service, this role is an excellent fit.

About CEI:

As a trusted technology partner, CEI delivers solutions that help our customers transform their business and achieve meaningful results. From strategy and custom application development through application management - our technology and digital experience services are tailored to meet each unique need of our customers. Our staffing solutions bring specialized skills to complement our customers' workforce and project requirements.

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