help desk support analyst - Arlington, United States - Arlington County, VA
Description
Salary:
$71, $111,217.60 AnnuallyLocation : Arlington, VA
Job Type:
Full-Time Permanent (OS)
Remote Employment:
Flexible/Hybrid
Job Number:
B-DTS-EMDepartment: Department of Technology Services
Opening Date: 05/03/2024
Closing Date: 5/16/2024 11:59 PM EasternPosition Information Arlington County's (DTS) is hiring a Help Desk Support Analyst to support the development and implementation phases of the County's permitting system.
Using the Accela Civic Platform, allows customers to access online features associated with building and land management permits including plan submissions, permit applications, and payments for all permits and inspections.
Reporting to the Permit Arlington Technology Manager, the Help Desk Support Analyst provides frontline technical support and customer service related to permit applications to both internal and external users.
In addition, this employee will assist with system implementation, maintenance, quality assurance testing, user training, hosting/participating in requirements/detail meeting with business owners/system experts and providing application and ticket system reporting.
Responsibilities include:
Utilizing the service desk ticketing system to record and track tickets including monitoring applications while troubleshooting and documenting problems in the ticketing system;Providing first-level technical support to resolve both internal and external portions of the application;Articulating issues that require escalation to next-level support, which can include the development team/management and cross-division internal business owners/management;Performing initial root-cause system analyses and assisting in the creation of action plans to minimize recurrences of identified issues;Participating in in-person Technical Support during Permit Arlington Center openings.
Helping users with application usage and questions, technical problem resolution, and providing training on basic and advanced system features; andAssisting with Quality Assurance testing of existing system updates and new functional releases of the application as an integral part of the quality team.
The ideal candidate will have excellent interpersonal skills to collaborate with colleagues and customers, good written and verbal communication skills to translate technical documentation to non-technical audiences, and strong analytical and problem-solving skills to support application configuration.
Selection Criteria Minimum:
Bachelor's Degree in computer science or other directly-related field; andSome technology help desk work experience providing support and guidance to technical and non-technical users
Substitution:
Additional qualifying experience may be substituted for the education requirement
Desirables:
Preference may be given to candidates with experience with one or more of the following:Accela Civic Platform or similar platform/system, such as Salesforce;OnBase, an enterprise content management, preferably using Plan Review and Workflow;ServiceNow Ticketing System for Issue Management and Reporting; and/orAgile Methodologies.
Special Requirements A pre-employment criminal records check will be conducted.It may include checks of the following:
criminal record, driving record, education, professional licensure, and credit history. You may be required to sign a release authorizing the County to obtain your background information. Additional Information The pay ranges listed above are effective June 30, 2024.
Work Hours:
Monday through Friday, 8am to 5pm with some flexibility and ability to work in a hybrid environment with prior approval from the supervisor.
This position is part of an alternative pay program that includes career path and pay-for-performance elements. Starting pay within the band is based on a review of qualifications and experience. Pay potential will be based on performance and development.Please note the official title of this position is Permit Arlington IT Specialist This is currently an over-strength position. This position is currently eligible for County-provided benefits.
Please complete each section of the application. A resume may be attached; however, it will not substitute for the completed application. Your responses to the supplemental questionnaire are considered part of the selection process and are required for this position. Incomplete applications will not be considered. #LI-Hybrid Applicants who have questions or need assistance with the application may telephone or visit the Human Resources Department. Our staff will be happy to work with you to enter your application into the system. Public access computers are available at all County Libraries, and in the Human Resources Department.
The examination process for this position may include:
(1) training and experience evaluation; (2) written and oral examination; (3) personal interview; (4) performance test/work sample; and/or (5) physical examination.
Applicants with disabilities may request reasonable accommodation during the application or selection process.
Please call the ADA Coordinator at voice) or email .Eligibility for Arlington County Government employee benefits depends on your position type (permanent or temporary) and your status (full-time or part-time).
More detailed information on benefits and conditions of employment is available on the Arlington County Human Resources Department website:, Full-Time AppointmentsAll jobs are permanent, full-time appointments unless otherwise stated in the announcement.
The following benefits are available:
Paid Leave:
Vacation leave is earned at the rate of five hours biweekly. Leave accrual increases gradually until eight hours of leave are earned biweekly for twelve or more years of service. Sick leave is earned at the rate of four hours biweekly. Paid parental and family leave benefits are also offered. Leave is pro-rated for part-time employees.
Holidays:
There are eleven paid fixed holidays each year, as well as two floating holidays. Initial allotment of floating holidays may vary based on when you are hired.
Health and Dental Insurance:
Four group health insurance plans are offered - a health maintenance organization, two plans with in-network only coverage, and a high-deductible plan with in and out-of-network coveerage, along with a Health Savings Account (HSA).
Group dental insurance is also offered, with two options for coverage. The County pays a significant portion of the premium for these plans for employees and their dependents. The County also contributes to the HSA.Life Insurance:
Basic life insurance is provided at no cost to employees. The benefit is one times annual salary. Additional life insurance may be purchased for yourself, spouse, and/or children.
Retirement:
The County retirement program is made up of three parts: a defined benefit (pension) plan, a defined contribution plan (401(a)), and a deferred compensation plan The defined benefit plan provides a monthly retirement benefit based on your final average salary and years of service with the County.
You contribute a portion of your salary on a pre-tax basis to this plan. General employees contribute 4% of pay; uniformed public safety employees contribute 7.5% of pay. The County also contributes to this plan. Employees become vested in the plan at five years of service. For general employees, the County also contributes 4.2% of pay to a defined contribution plan (401(a)).The 457 deferred compensation plan allows you to save for retirement on either a pre-tax (457b) or post-tax (457 Roth) basis up to the IRS annual limit.
New employees are automatically enrolled with a pre-tax contribution equal to 2% of your pay. A variety of investment options are available for the 401(a) and 457 plans.Other Benefits:
The County also offers health care, dependent care, and parking flexible spending accounts; adoption assistance, tuition reimbursement; transit and walk/bike to work subsidies; a college savings plan; wellness programs; training opportunities; and a variety of other benefits
Permanent, Part-Time Appointments:
Part-time employees who work ten or more hours per week receive paid leave and benefits in proportion to the number of hours worked per week
Limited Term Appointments:
Benefits are the same as permanent appointments except that the employees do not achieve permanent status
Temporary Regular Appointments:
Temporary regular employees who work 30 hours or more per week are eligible for health, dental, and basic life insurance as described above.
Temporary Seasonal and Occasional Appointments:
Temporary employees who work on a seasonal basis or variable hours receive sick leave, but do not normally receive other paid leave or benefits.
Exceptions are noted in individual announcements.01 Please be sure to support your responses to the supplemental questionnaire on your application.
Please check ALL which describe your background and experience as it relates to the minimum qualifications. I have a bachelor's degree in computer science, Computer Information Systems, or a related field. I have some technology help desk work experience providing support and guidance to technical and non-technical users. I am substituting additional qualifying experience for the education requirement. None of the above.02 Please summarize your experience providing help-desk support and guidance to technical and non-technical users and describe the type of industry(s) where you gained this experience.
03 Please check all boxes which identify your experience. Accela Civic or similar platform such as Salesforce. Developing reports using Hyland's OnBase platform or similar. Service Now Tickeing Systems for Issue Mangement and reporting. Agile methodologies. None of the above 04 Please describe your experience for all boxes checked in the previous question #3. Required Question