Technical Support Specialist
Company: The Judge Group Inc.
Location: Arlington
Posted on: November 18, 2021
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Job Description:
Location: Arlington, VA
Description:
Job Title: Technical Support / Helpdesk
Location: Arlington, VA - 22201
Hire Type: Contract
Description
Arlington County's Department of Technology Service 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 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
This job and many more are available through The Judge Group. Find
us on the web at www.judge.com
Keywords: The Judge Group Inc., Arlington , Technical Support Specialist, IT / Software / Systems , Arlington, Virginia
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