Desktop Support

Role         : Desktop Support 

Location  : Arlington, VA (On-Site )

Duration  : 6 months Approx.

Position Overview

·         The Arlington County Department of Technology Services (DTS) is seeking a hybrid Tier-1/Tier-2 Service Desk Analyst to provide comprehensive technical support to internal County employees. This role combines front-line service desk responsibilities with hands-on Tier-2 desk-side and remote technical support.

·         The selected candidate will respond to incidents and service requests via phone, email, self-service portals, and remote support tools within a structured 40-hour workweek. The environment primarily operates on Windows OS and Office 365 platforms, utilizing ServiceNow for ticket management.

Key Responsibilities

·         Tier-1 Service Desk Support (In-Office)

·         Answer, validate, and triage incoming:

·         Phone incidents and service requests

·         Email-submitted tickets

·         Self-service portal submissions

·         Provide first-contact resolution whenever possible

·         Escalate issues to Tier-2 or Tier-3 teams as needed

·         Set customer expectations for follow-up and resolution timelines

Provide technical assistance for:

·         Configuration, setup, and maintenance of County-standard hardware and software

·         Initial troubleshooting of systems and applications

·         Provide best-effort support for non-standard systems and internet service providers

·         Develop, maintain, and contribute to Knowledge Articles

·         Follow up with Tier-2 (Power Users) and Tier-3 (Engineers/Architects) teams

·         Support specifically assigned technical tasks

·         Tier-2 Desk-Side & Call Center Support

·         Install, modify, and repair computer hardware and software (onsite and remote)

·         Troubleshoot desktops, laptops, printers, VOIP systems, and network connectivity

·         Support remote access technologies including Citrix

·         Apply diagnostic techniques to identify issues, determine root causes, and recommend solutions

·         Create, update, and close incidents and service requests using ServiceNow

·         Configure and support County-issued mobile devices

·         Provide support for wireless and remote connectivity issues

·         Serve as a technical liaison to Arlington County departments and contract staff when required

·         Participate in DTS initiatives, County-wide projects, and special assignments

·         Maintain current knowledge of relevant technologies

·         Technical Environment

·         Windows Operating Systems

·         Microsoft Office 365

·         Laptops, Desktops, Mobile Devices

·         Citrix Remote Access

·         VOIP Systems

·         Wireless Networking

·         ServiceNow (Ticket Management System)

Required Qualifications

·         High School Diploma or equivalent

·         Recent Help Desk / Service Desk experience

·         Proficiency in ServiceNow

·         Strong troubleshooting skills in Windows and Office 365 environments

·         Excellent customer service and communication skills

·         Ability to provide both in-office and remote technical support

Preferred Qualifications

·         Experience with Five9 call center system

·         CompTIA A+, Network+, or Security+ certification

·         HDI Certification

·         ITIL Foundation Certification