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Technical Support Specialist Help Desk

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

Job Description:

Title: Technical Support Specialist - Help DeskLocation: Court House, Arlington VAJob 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 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 tasksThe 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 equivalentCompTIA A+, Security + or Network + certificationHDI Certification a plusITIL Foundation a plus - provided by Dice

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

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