Helpdesk Analyst

Overview

On Site
Depends on Experience
Contract - W2
Contract - Independent

Skills

Security
Network +Certification
ITIL Foundations
HDI Certification
IVR/ACD
DTS

Job Details

About Beacon Systems, Inc

Beacon Systems, Inc, delivers Program Management, Science, Engineering, and Technology Solutions to Federal, Commercial State, and Local Agencies. We are a subsidiary of Radiant Digital Services. We have a vast portfolio of clients across the country. Our Technology support to many DoD Agencies, NASA, Voice of America, FDA, and State Agencies such as State of FL, RI, MS, ND, VA, and WV extends our delivery of solutions worldwide.

Position: Helpdesk Analyst

Location: Arlington VA.

Duration: 6 Months +

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 DTS and Arlington County Projects and Special projects.

Arlington County Government operates 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.

Compensation

Compensation for roles at Beacon Systems Inc depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. As required by applicable law, BeaconGov provides reasonable range of compensation for this role.

EEO Statement

Beacon Systems is dedicated to fostering an inclusive and diverse work environment. We ensure equal employment opportunities for all individuals, regardless of their race, color, religion, gender, national origin, age, disability, or any other legally protected characteristic. Our commitment to being an equal-opportunity employer extends across all aspects of employment, from recruitment and hiring to promotions and benefits. We firmly believe in treating all employees and applicants fairly, based on their qualifications, skills, and performance.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.