Job Openings Technical Support Specialist- Help Desk

About the job Technical Support Specialist- Help Desk

Job: Technical Support Specialist- Help Desk

Location: Remote applicants considered 


Arlington County’s Department of Technology Service is looking to hire two Help Desk analysts for after-hours support to respond to portal, phone, email submitted Incident and Request tickets for its Technical Services Center (TSC). The position is for a 40-hour workweek that will include evenings and weekends. 


Position responsibilities include, but are not limited to: 

·       Handle calls from a wide array of individuals from blue-collar workers to elected officials 

·       Answering, validating and triaging incoming phone-in Incidents and Requests from Internal Arlington County employees 

·       Processing, validating and triaging email submitted Incidents and Request from Internal Arlington County employees 

·       Reviewing and validating ticket information on self-service ticket submissions 

·       Routing and escalating tickets to appropriate support teams 

·       Identifying and performing First Contact Resolution tickets 

·       Providing 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 

·       Developing Knowledge Articles 

·       Offer instructions on configuration, setup, maintenance for County computer systems, hardware and software. 

·       Following up on customer queries with L2 and L3 support teams 

·       Providing support and follow up for specifically assigned tasks 

The County of Arlington operates primarily Windows environment and Office 365 with a combination of Laptops, Desktop, and Mobile Devices. Capabilities must include wireless and remote troubleshooting, superior customer service skills, excellent communications skills and recent Help Desk experience. 

Requirements:

·       Must be a High School Graduate or equivalent CompTIA A+, Security + or Network + certification

·       HDI Certification a plus

·       ITIL Foundation a plus 

NOTE: This position may require working remotely. This would require a quiet, network-enabled workspace.