Service Desk (Tier 1 & 2)

Position responsibilities include but are not limited to: 

• Deliver Tier-1 Support in office Answer validate and triage incoming: 
• phone-in Incidents and Requests from Internal Arlington County employees. 
• email submitted Incidents and Request from Internal Arlington County employees. 
• self-service ticket submissions routed from Internal Arlington County employees. 
• Escalate issues to Tier 2 as needed as well as set customer expectations for follow-up (i.e. when to expect a follow-up contact and by whom). 
• 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 and internet service providers. 
• Develop/contribute to and maintain Knowledge Articles. 
• 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. 
• Provide Tier 2 IT desk side and/or call center support to end users for software and hardware troubleshooting
• Installs modifies and repairs computer hardware and software both in person and using remote access tools
• Provide support for on-site and remote (via Citrix) technology integration including laptops printer networks and VOIP systems.
• Apply basic diagnostic techniques to identify problems investigate causes and recommend solutions
• Utilize ServiceNow to create update and close incident and service requests
• Assist with configuration and support for agency issued mobile devices
• Provide excellent customer service 
• Somes asked to serve as a technical expert and liaison to ACG Department clients and contract staff
• Maintains current knowledge of relevant technology as assigned
• Work on DTS and Arlington County Projects and Special projects.

The Client operates primarily in a Windows environment and Office 365 with a combination of Laptops Desktops and Mobile Devices. Capabilities must include wireless and remote troubleshooting superior customer service skills excellent communications skills and recent Help Desk experience

Qualifications :

The Client processes its tickets via ServiceNow.

• Must be a High School Graduate or equivalent.
• Must be proficient using ServiceNow
• Experience using Five9 is desired
• CompTIA A Security or Network certification HDI Certification a plus.
• ITIL Foundation a plus.

Additional Information :

Equal Opportunity Employer/Veterans/Disabled. An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin or protected veteran status

Ashburn Consulting is an Equal Opportunity Affirmative Action Employer.
In compliance with the American with Disabilities Act Amendments Act (ADAAA) if you have a disability and would like to request and accommodation in order to apply for a position with Ashburn Consulting please e-mail .

Remote Work :

No

Employment Type :

Full-time