ALTA IT has a Long-Term Contract position open for a Help Desk Analyst (Tier 1). Arlington, VA (100% ONSITE) U.S Citizenship or Green Card Required Technology Service is looking to hire a Tier-1 Help Desk Analyst to respond to phone, portal, email submitted Incident and Request tickets for its Technical Solutions Center (TSC). The position is for a 40-hour work week.
Monday thru Friday
7am - 5pm. (Hours may fluctuate between two shifts)
Position responsibilities include, but are not limited to:
Deliver Tier-1 Support for in office/remote employees
Primary function is Phone Support
Greet, submit tickets for Walk-Up support and Scheduled Appointments
Answer, validate and triage incoming tickets:
o phone-in Incidents and Requests.
o email submitted Incidents and Requests.
o 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.
Work on Special projects.
Primarily in a Windows environment and Office 365 with a combination of Laptops, Desktops, and Mobile Devices.
Capabilities must include superior customer service skills, excellent communications skills and recent Help Desk experience.
ServiceNow ticketing system experience preferred, and Five9 is the IVR/ACD phone system.
Requirements:
Must be a High School Graduate or equivalent.
CompTIA A+, Security + or Network + certification, ITIL Foundations, and HDI Certification a plus.
#M2
System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.
