Help Desk- Arlington County at Digital Intelligence Systems, LLC in Falls Church, Virginia

Job Description:

JOB DESCRIPTION

GENERAL SUMMARY:

Employees in this classification are typically assigned to a call center/help desk environment in the Department of Technology Services. These employees provide technical support on a variety of Countywide infrastructure systems, applications and hardware to County employees, the County Board, and County facilities. Support is provided in response to calls, emails, and walk-in requests and the level of work ranges from entry to journey-level. Employees receive, analyze, resolve, and appropriately escalate user problems.

Major duties:

* Receives, create, submit and escalate support ticket

* Validate, Triage and analyzes technology issues or request from users.

* Provides Tier 1 level and best effort support to customer via the Phone

* Provides operational technical support for certain County business activities if applicable.

* Identify and distribute Knowledge Articles as resolution to issues

* Performs administrative duties and provides technical advice related to the operation and maintenance of systems, hardware, and software.

* Submit Knowledge Articles for identified issues or information

* Identify and report issue trends

* Provide First Call Resolution when possible.

MAJOR DUTIES / SPECIFIC TASKS:

Receives, create, submit and escalate support ticket

Responds to help desk calls, emails and chats; determines nature of the issue or request and identifies solution or refer to appropriate source.

Documents calls in support ticketing system, ensuring appropriate categorization, priority and description on the ticket.

Analyzes reported problems through use of remote tools to identify source of problem; consults with staff who have technical expertise in specialized area (e.g. networks, telecommunications, systems engineering) to follow up on problems identified by the user.

Advises users on more appropriate use or efficient procedures

Validate, Triage and analyzes technology issues or request from users

Ensure appropriate Impact and Severity settings

Ask pointed questions to customer to ensure ticket is being submitted for the correct issue

Work with customer to run through basic troubleshooting to verify issue specifics and eliminate duplication of effort by Tier 2 support if escalation is required.

Provides guidance to users on basic and advanced features of operating systems and applications, including Windows, Microsoft Office Suite, OS 365, Adobe products, and Internet Explorer

NOTE: Employee is required to maintain proficiency in these systems and devices to provide accurate, efficient instructions.

Basic troubleshooting of issues on desktops, laptops, printers, and mobile devices.

Share knowledge with other technicians on new technology including appropriate use, practical applications, and follows up to ensure effective use.

Installs and configures hardware, applications, and peripherals in support of the County's business operations and needs.

Sets up and customizes (configures) the user environment including security, displays, startup and logon procedures.

Installs, configures, and tests workstations and mobile devices with supporting hardware operating system, application software and/or network components.

Installs and configures new printers; develops and maintains print queues and troubleshoots printer issues.

Coordinates with other technical staff such as network analysts, programmers, and system administrators to ensure correct installation, connections, and accessibility.

Configures Microsoft desktop systems and applications to ensure optimal performance for users (e.g. customizes toolbars, configures proofing tools, manages Outlook data, start menu, fonts, and folder settings.)

Performs application installations and upgrades, including testing to ensure operation and compatibility.

Creates all workstation images countywide; includes testing and certification of new departmental baseline configurations to support unique business requirements.

Meets with users and technical staff to define requirements and to integrate new technologies into the network environment; explains procedures and timeframes.

Ensures the full operation and maintenance of the System Management Server (SMS), the primary server for deploying security updates, service packs and applications to County desktop units and mobile devices.

Provides operational technical support for assigned County business activities.

Provides "crash cart support" (mobile communications equipment) for the Office of Emergency Management, which includes responsibility for the setup, support and operation of a critical emergency response technology cart providing INET connectivity, wireless video conferencing, and VOIP.

Supports the Emergency Operations Center (EOC) when activated; determines the EOC's state of readiness by ensuring the AV, desktops, video fax/phones, databases, printing and network connectivity are operational on a daily basis.

Provides technical support for County Board meetings.

Performs administrative duties and provides technical advice related to the operation and maintenance of systems, hardware, and applications.

Establishes procedures for installation, training, and support; documents and publicizes procedures.

Develops test standards and performs engineering testing/validation tests of new operating systems. Tracks and maintains software licenses in order to ensure legal operations and optimize use of resources.

Performs file/system backup and recovery; monitors firewall, maintains up-to-date virus protection on server and client machines.

Prepares written and statistical reports; analyzes trends to keep other technical staff aware of recurring or emerging problems.

Maintains inventories to ensure adequate supplies; places orders for new supplies as needed. Conducts "Department Checks" and provides recommendations to user departments regarding software and hardware usage, planning, and budgeting.

Analyzes user needs and communicates with DTS leadership to ensure needs are considered in setting overall technology direction and policy.

SUPERVISION:

Received: General supervision; work assignments are reviewed by immediate supervisor, but individual is expected to work independently according to standard procedures and/or instructions.

Given: None. May occasionally coordinate among peers as team lead; however, final decisions are made by supervisors or managers.

Duration: 6-12 months

Start Date: Late June/early July

Location: Working on getting this answer from the manager. I know the county is slowly moving back to the offices so lets find someone who can commute daily.

**Will have to pass a background investigation

** Candidates with govt and specifically state/local experience a plus.

** Steady work history is important

** COMM and customer service skills are important

** Certs are important