Job ID:
Business Analyst
Job Description
Position responsibilities include, but are not limited to:  Answer, validate and triage incoming phone-in Incidents and Requests from Internal Arlington County employees  Process, validate and triage email submitted Incidents and Request from Internal Arlington County employees  Review and validate ticket information on self-service ticket submissions  Route and escalate tickets to appropriate support teams  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  Develop and maintain Knowledge Articles  Provide instructions on configuration, setup, maintenance for County computer systems, hardware and software.  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 The County of Arlington operates primarily Windows environment and Office 365 with a combination of Laptops, Desktop, and Mobile Devices. Capabilities must include wireless and remote troubleshooting, superior customer service skills, excellent communications skills and recent Help Desk experience. Requirements: Must be a High School Graduate or equivalent CompTIA A+, Security + or Network + certification HDI Certification a plus ITIL Foundation a pluS