ASSYST is seeking a Technical Support Specialist to support our client project in Arlington County, VA. This is an Onsite role.

Responsibilities include: 
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:
phone-in Incidents and Requests.
email submitted Incidents and Requests.
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.
Requirements:
• Must be a High School Graduate or equivalent.
• CompTIA A+, Security + or Network + certification, ITIL Foundations, and HDI
Certification is a plus.