Company Description

Ashburn Consulting, a Small Business based in the Washington, DC metropolitan area, specializes in providing network and network security solutions in complex environments to a select set of government and business clients. The company, an established leader in its field, is composed of an elite team of engineers and business consultants, each of whom is recognized —and highly regarded—within the network and security communities.

Job Description

Position responsibilities include, but are not limited to:

Deliver Tier-1 Support in office Answer, validate and triage incoming:
phone-in Incidents and Requests from Internal Arlington County employees.
email submitted Incidents and Request from Internal Arlington County employees.
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.
Provide Tier 2 IT desk side and/or call center support to end users for software and hardware troubleshooting
Installs, modifies, and repairs computer hardware and software both in person and using remote access tools
Provide support for on-site and remote (via Citrix) technology integration including laptops, printer networks, and VOIP systems.
Apply basic diagnostic techniques to identify problems, investigate causes, and recommend solutions
Utilize ServiceNow to create, update, and close incident and service requests
Assist with configuration and support for agency issued mobile devices
Provide excellent customer service,
Somes asked to serve as a technical expert and liaison to ACG Department clients and contract staff
Maintains current knowledge of relevant technology as assigned
Work on DTS and Arlington County Projects and Special projects.

The Client 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 Help Desk experience

Qualifications

The Client processes its tickets via ServiceNow.

Must be a High School Graduate or equivalent.
Must be proficient using ServiceNow
Experience using Five9 is desired
CompTIA A+, Security + or Network + certification HDI Certification a plus.
ITIL Foundation a plus.

Additional Information

Equal Opportunity Employer/Veterans/Disabled. An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status

Ashburn Consulting is an Equal Opportunity Affirmative Action Employer.
In compliance with the American with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request and accommodation in order to apply for a position with Ashburn Consulting, please e-mail hr@ashburnconsulting.com.”

Ashburn Consulting

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