Tier 1/2 Service Desk Support
Arlington, VA
Experience: 5
Category: Information Technology
Contractor Work Model: Onsite
Brand: System One
Job ID: 346218
Date Posted: 02/17/2026
Shortcut: http://jobs.systemone.com/1GJEg1
Job Title: Service Desk Analyst- (Tier 1/Tier 2)
Location: Arlington Va
Compensation: 20-27hr W2
Contractor Work Model: onsite
If interested reach out directly to kimberly.spicer@systemone.com
Job Description:
Role and responsibilities: The analyst will deliver Tier-1 support by answering and triaging incidents and requests via phone, email, and self-service portals, escalating issues as needed, and providing Tier-2 support including hardware and software troubleshooting, installations, and remote assistance. They will also contribute to knowledge articles and support technology integration projects.
The County operates primarily in a Windows environment using Office 365, with a mix of laptops, desktops, and mobile devices, utilizing ServiceNow for ticket management.
Qualifications and skills: Candidates must have at least a high school diploma or equivalent, proficiency in ServiceNow, and experience with Five9 is desirable. Certifications such as CompTIA A+, Security+, Network+, HDI, and ITIL Foundation are beneficial. Strong customer service, communication skills, and recent help desk experience are essential.
The County of Arlington 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
Deliver Tier-1 Support in office:
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Answer, validate and triage incoming:
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phone-in Incidents and Requests from Internal Arlington County employees.
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email submitted Incidents and Request from Internal Arlington County employees.
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self-service ticket submissions routed from Internal Arlington County employees.
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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).
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Identify and perform First Contact Resolution tickets.
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Provide technical information/assistance on configuration, setup, maintenance and initial troubleshooting of County standard computer systems, hardware, and software.
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Provide best effort support for technical information/assistance on non-standard computer systems, hardware and software, and internet service providers.
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Develop/contribute to and maintain Knowledge Articles.
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Follow up on customer queries with T2 (in-depth technical support – power user) and T3 (expert product and service support – engineers, architects) teams.
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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:
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Installs, modifies, and repairs computer hardware and software both in person and using remote access tools
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Provide support for on-site and remote (via Citrix) technology integration including laptops, printer networks, and VOIP systems
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Apply basic diagnostic techniques to identify problems, investigate causes, and recommend solutions
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Utilize ServiceNow to create, update, and close incident and service requests
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Assist with configuration and support for agency issued mobile devices
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Provide excellent customer service,
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Somes asked to serve as a technical expert and liaison to ACG Department clients and contract staff
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Maintains current knowledge of relevant technology as assigned
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Work on DTS and Arlington County Projects and Special projects.
#LI-KA1
#M1
Ref: #851-Rockville-S1
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