Help Desk Support Analyst

4 days ago

Arlington, United States Arlington County, VA Full time

**Position Information**:
Responsibilities include:

- Articulating issues that require escalation to next-level support, which can include the development team/management and cross-division internal business owners/management;
- Performing initial root-cause system analyses and assisting in the creation of action plans to minimize recurrences of identified issues;
- Participating in in-person Technical Support during Permit Arlington Center openings.

**Selection Criteria**:
**Minimum**:

- Bachelor’s Degree in computer science or other directly-related field; and
- Some technology help desk work experience providing support and guidance to technical and non-technical users.

**Substitution**: Additional qualifying experience may be substituted for the education requirement.

- Accela Civic Platform or similar platform/system, such as Salesforce;
- OnBase, an enterprise content management, preferably using Plan Review and Workflow;
- ServiceNow Ticketing System for Issue Management and Reporting; and/or
- Agile Methodologies.

**Special Requirements**:
A pre-employment criminal records check will be conducted. It may include checks of the following: criminal record, driving record, education, professional licensure, and credit history. You may be required to sign a release authorizing the County to obtain your background information.

**Additional Information**:
The pay ranges listed above are effective June 30, 2024.

**Work Hours**:Monday through Friday, 8am to 5pm with some flexibility and ability to work in a hybrid environment with prior approval from the supervisor.

This position is part of an alternative pay program that includes career path and pay-for-performance elements. Starting pay within the band is based on a review of qualifications and experience. Pay potential will be based on performance and development.

Please note the official title of this position is Permit Arlington IT Specialist

This is currently an over-strength position. This position is currently eligible for County-provided benefits.

LI-Hybrid

The examination process for this position may include: (1) training and experience evaluation; (2) written and oral examination; (3) personal interview; (4) performance test/work sample; and/or (5) physical examination.

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