Tier 1/2 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 kimberly.spicer@systemone.com 


Job Description: 

Role and responsibilities: 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 ServiceNow for ticket management.


Qualifications and skills: Candidates must have at least a high school diploma or equivalent, proficiency in ServiceNow, 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.

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

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 Request 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:

• 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 ServiceNow to create, update, and close incident and service requests

• Assist with configuration and support for agency issued mobile devices

• Provide excellent customer service,

• Somes 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.

#M1


Ref: #851-Rockville-S1