Tier 1 Help Desk Technician

5 days ago

Arlington, Virginia, United States Arlington County Full time $60,000 - $90,000 per year

Arlington County requires all applicants to thoroughly complete each section of the application, including prior job responsibilities, duties, and supplemental questions. While you may attach a resume, it will not replace a completed application. Incomplete applications will not be considered.

Join the award-winning Department of Technology Services (DTS) as a full-time Tier 1 Help Desk Technician . This position is located within the division of Customer Experience on the Technology Solutions Center team and will provide frontline technical support to County users through established channels, including phone, email, and chat. The Tier 1 Help Desk Technician will respond to incidents and requests in support of the County's portfolio of IT hardware and software solutions.

Specific duties include:

  • Providing outstanding, direct, on-site support to customers within all departments;
  • Triaging customer support requests to ensure correct assignment of workflows and rapid restoration of service;
  • Working collaboratively with team on ticket assignment queues to ensure timely response and resolution of issues;
  • Maintaining customer service standards, including managing customer expectations and meeting established Service Level Agreements;
  • Maintaining thorough and accurate records that support effective ITIL practices of incident, problem, and knowledge management;
  • Seeking, analyzing, and incorporating customer feedback for continuous improvement;
  • Engaging proactively with customers, support groups, and other stakeholders to improve information flow and processes; and
  • Participating in contract hire, onboarding, or offboarding activities.

Minimum:

  • Completion of the requirements for graduation from a standard senior high school or vocational school, a GED certificate, or the equivalent; and
    Some administrative and/or customer service experience.

Desirables: Preference may be given to applicants with experience in one or more of the following:

  • Providing customer service in a technology environment;
  • Applying standard procedures to clearly defined problems in a technology environment;
  • Supporting customers and partners in a Microsoft Teams environment;
  • Supporting IT Service Management; and/or
    Utilizing ServiceNow.

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.

Additional Information

Work location: Bozman Building, 2100 Clarendon Blvd, Suite 702. Arlington, VA

Work hours: This is a full-time, onsite 40 hour/week position during core business hours, Monday - Friday, 8:00 a.m. - 5:00 p.m.

The official title of this position is Staff IT Technician.

The selection process may include both virtual and in-person interviews.

Your responses to the supplemental questionnaire are considered part of the selection (or application) process and are required for this position. Please do not give "see resume" as a response to the questions. Incomplete applications will not be considered.

As an Employer of Choice, Arlington County offers a generous benefits package. For more information, click here.

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