Job ID:
Help Desk
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