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Help Desk Analyst in Arlington, VA

3 months ago

Arlington, United States Elegant Enterprise- Wide Solutions Inc Full time
Job DescriptionJob DescriptionPosition responsibilities include, but are not limited to:
Deliver Tier-1 Support in office/remotely (hybrid)
Answer, validate and triage incoming:
o phone-in Incidents and Requests from Internal Arlington County employees.
o email submitted Incidents and Request from Internal Arlington County employees.
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.The Client 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 Help Desk experience.
The Client processes its tickets via ServiceNow. Requirements:
Must be a High School Graduate or equivalent.
CompTIA A+, Security + or Network + certification HDI Certification a plus.
ITIL Foundation a plus.