Technical Support Specialist

Job at a Glance

Position: Tier-1 Help Desk Analyst

Location: Arlington, Virginia 22201 (fully onsite)

Type: Full-Time (40 hours/week)

Schedule: Monday to Friday, 7 AM - 5 PM (hours may fluctuate between two shifts)

Pay Rate: $20-$23/hour W2

Responsibilities

• Deliver Tier-1 support for in-office and remote employees, primarily through phone support.
• Greet walk-up support clients and submit tickets for walk-up assistance and scheduled appointments.
• Answer, validate, and triage incoming tickets, including:
• Phone-in incidents and requests.
• Email-submitted incidents and requests.
• Self-service ticket submissions from internal Arlington County employees.
• Escalate issues to Tier-2 support as needed and set customer expectations for follow-up (including when to expect a follow-up contact and by whom).
• Identify and perform First Contact Resolution on tickets.
• Provide technical information and assistance on the configuration, setup, maintenance, and initial troubleshooting of County standard computer systems, hardware, and software.
• Offer best effort support for non-standard computer systems, hardware, software, and internet service providers.
• Develop, contribute to, and maintain knowledge articles for internal use.
• Follow up on customer queries with Tier-2 (in-depth technical support) and Tier-3 (expert product and service support) teams.
• Provide support and follow up on specifically assigned tasks.
• Work on Department of Technology Services (DTS) and Arlington County projects and special initiatives.

Qualifications

• Must have a high school diploma or equivalent.
• CompTIA A , Security , or Network certification, ITIL Foundations, and HDI Certification are a plus.
• Recent Help Desk experience required.
• Experience with ServiceNow ticketing system preferred.
• Familiarity with Five9 IVR/ACD phone system is a plus.
• Strong customer service and communication skills.

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