Technical Support Specialist Help Desk

Company: Creative IT Inc
Location: Arlington
Posted on: April 9, 2021

Job Description:

Title Technical Support Specialist ndash Help Desk Location Court House, Arlington VA Job Description Client is looking to hire Help Desk analyst(s) to respond to portal, phone, email submitted Incident and Request tickets for its Technical Services Center (TSC). The position is for a 40-hour work week. Hours may fluctuate from regular hours to after hours. Position responsibilities include, but are not limited to Answer, validate and triage incoming phone-in Incidents and Requests from Internal client employees Process, validate and triage email submitted Incidents and Request from Internal client 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 informationassistance on configuration, setup, maintenance and initial troubleshooting of County standard computer systems, hardware and software Provide best effort support for technical informationassistance 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 ndash power user) and T3 (expert product and service support ndash engineers, architects) teams Provide support and follow up for specifically assigned tasks The Client 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

Keywords: Creative IT Inc, Arlington , Technical Support Specialist Help Desk , IT / Software / Systems , Arlington, Virginia