Loudoun County Information Technology Department issued the following announcement on Nov. 23.
Date Opened : 11/23/2020 08:00:00 AM
Closing Date : 12/7/2020 11:59:00 PM
Hiring Range : $55,214.14-$74,539.09
Department : INFORMATION TECHNOLOGY
Job Type : Open and Competitive
Full/Part-Time : Full-Time
Benefits : Full Benefits
Reg/Temp : Regular
Job Description
Do you want to make a difference in one of the fastest-growing counties in the United States? Can you work as part of a team, with inspiration, vision and creativity? Are you passionate about the role of technology in supporting the mission of local government? Loudoun County's Department of Information Technology is currently seeking a Service Desk Analyst in the Customer Support Division. This position will:
- Respond to requests for technical assistance in person, via phone, electronically
- Provide the highest level of customer service
- Diagnose and resolve complex technical hardware and software issues
- Research questions using available information resources
- Advise users on appropriate action
- Follow standard help desk procedures
- Log all help desk interactions
- Install and configure software
- Redirect problems to correct resource
- Identify and escalate situations requiring urgent attention
- Track and route problems and requests and document resolutions
- Inform management of recurring problems
- Stay current with system information, changes, and updates
- Work on special projects as required
- Support Tier 1 on-site installation, implementation, maintenance, troubleshooting and repair of desktops, printers, iPads, iPhones, and associated peripherals
- Document solutions using ServiceNow clearly and accurately so that resolutions are pushed to the lowest level
- Support Microsoft Office 365 and Active Directory products.
- Troubleshoot and resolve issues involving Microsoft Windows, desktop applications, collaboration tools, shared drives, email, and other technologies
- Document and track customer incidents and requests via ticketing management system, updating troubleshooting and resolution efforts, and efficiently escalating tickets to appropriate teams when applicable
- Familiarity with the fundamental principles of ITIL /SLA
- Strong technical skills
- Creative and strategic approaches to problem solving, and an ability to tackle complex issues
- Excellent customer service and quick resolution of technical issues
- Experience in developing strong customer relationships and managing customer expectations
A combination of education and experience equivalent to an Associate's degree and 4 years of experience in installing, configuring, and troubleshooting personal computers, audiovisual, and network/telecommunications systems. Help Desk Institute Support Center Analyst (HDI-SCA), Network +, Security +, or Certified Computing Professional certification highly preferred.
Post Conditional Offer Contingencies
The successful candidate will undergo an extensive background/credit check and fingerprinting. A valid driver's license and driving record check are required.
Click on a link below to apply for this position:
| Fill out the Application NOW using the Internet. | If you have questions about how to apply online, you may contact us by phone at (703) 777-0213 or email us at HR@loudoun.gov. EOE. |
Original source can be found here.
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