Service Desk (Tier 1 & 2)
About The Position
Ashburn Consulting, a Small Business based in the Washington, DC metropolitan area, specializes in providing network and network security solutions in complex environments to a select set of government and business clients. The company, an established leader in its field, is composed of an elite team of engineers and business consultants, each of whom is recognized —and highly regarded—within the network and security communities. Position responsibilities include, but are not limited to: Deliver Tier-1 Support in office Answer, validate and triage incoming: phone-in Incidents and Requests from Internal Arlington County employees. email submitted Incidents and Request from Internal Arlington County employees. 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. Provide Tier 2 IT desk side and/or call center support to end users for software and hardware troubleshooting Installs, modifies, and repairs computer hardware and software both in person and using remote access tools Provide support for on-site and remote (via Citrix) technology integration including laptops, printer networks, and VOIP systems. Apply basic diagnostic techniques to identify problems, investigate causes, and recommend solutions Utilize ServiceNow to create, update, and close incident and service requests Assist with configuration and support for agency issued mobile devices Provide excellent customer service, Somes asked to serve as a technical expert and liaison to ACG Department clients and contract staff Mains current knowledge of relevant technology as assigned Work on DTS and Arlington County Projects and Special projects. The Client operates primarily in a Windows environment and Office 365 with a combination of Laptops, Desktops, 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
- Must be proficient using ServiceNow
- Capabilities must include wireless and remote troubleshooting, superior customer service skills, excellent communications skills and recent Help Desk experience
Nice To Haves
- Experience using Five9 is desired
- CompTIA A+, Security + or Network + certification
- HDI Certification a plus
- ITIL Foundation a plus
Responsibilities
- Deliver Tier-1 Support in office
- Answer, validate and triage incoming phone-in Incidents and Requests from Internal Arlington County employees
- Answer, validate and triage incoming email submitted Incidents and Request from Internal Arlington County employees
- Answer, validate and triage incoming 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
- 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
- Provide Tier 2 IT desk side and/or call center support to end users for software and hardware troubleshooting
- Installs, modifies, and repairs computer hardware and software both in person and using remote access tools
- Provide support for on-site and remote (via Citrix) technology integration including laptops, printer networks, and VOIP systems
- Apply basic diagnostic techniques to identify problems, investigate causes, and recommend solutions
- Utilize ServiceNow to create, update, and close incident and service requests
- Assist with configuration and support for agency issued mobile devices
- Provide excellent customer service
- Serve as a technical expert and liaison to ACG Department clients and contract staff
- Maintains current knowledge of relevant technology as assigned
- Work on DTS and Arlington County Projects and Special projects
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
