HDI Certification ITIL Foundation Certification Network+ Certification Analyst   Requirement id 110213 Job title Analyst Job location in ARLINGTON, VA Skills required L2 Support, CompTIA A+, Security+ Certification, HDI Certification ITIL Foundation Certif Open Date 21-Sep-2020 Close Date Job type Not specified Duration 6 Months Compensation DOE Status requirement --- Job interview type ---    Email Recruiter: coolsoft Job Description Analyst: L2 Support, CompTIA A+, Security+ Certification, HDI Certification ITIL Foundation Certif Note: Email Submission Note: Resumes per Vendor : 3 Note: Number of Staff Required: 2 Submission Deadline: 10/2/2020 Start Date: 10/12/2020 End Date: 10/11/2021 Client: Arlington County Government Description: Arlington Countys Department of Technology Service is looking to hire two Help Desk analysts for afterhours support 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 that will include evenings and weekends. Position responsibilities include, but are not limited to: • Handle calls from a wide array of individuals from blue collar workers to elected officials • Answering, validating and triaging incoming phone-in Incidents and Requests from Internal Arlington County employees • Processing, validating and triaging email submitted Incidents and Request from Internal Arlington County employees • Reviewing and validating ticket information on self-service ticket submissions • Routing and escalating tickets to appropriate support teams • Identifying and performing First Contact Resolution tickets • Providing 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 • Developing Knowledge Articles • Offer instructions on configuration, setup, maintenance for County computer systems, hardware and software. • Following up on customer queries with L2 and L3 support teams • Providing 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 NOTE: This position may require working remotely. This would require a quiet, network enabled workspace.   Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 110213 while calling.   Other jobs in VA: Alexandria (1), Ashburn (3), Cardinal (1), Charllottesville (1), Charlottesville (6), Chesapeake (2), Chester (2), Dulles (3), Fredericksburg (1), Fremont (1), Glen Allen (2), Reston (4), Richmond (45), Roanoke (14), Virginia Beach (14),         (Analyst: L2 Support, CompTIA A+, Security+ Certification, HDI Certification ITIL Foundation Certif in ARLINGTON, VA)

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