HELP DESK ANALYST (PERMIT ARLINGTON)
Arlington, VA Arlington, VA Full-time Full-time $71,053 - $108,576 a year $71,053 - $108,576 a year 4 days ago 4 days ago 4 days ago Position Information Arlington County's Department of Technology Services (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, Permit Arlington 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 Analyst provides frontline technical support and customer service related to permit applications to both internal and external users.
In addition, this individual 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; and Assisting 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; and Some 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.
Desirable:
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/or Agile 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 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 all 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 (703) 228-3500 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 703-228-3559 (voice) or email pers@arlingtonva.
us.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
Using the Accela Civic Platform, Permit Arlington 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 Analyst provides frontline technical support and customer service related to permit applications to both internal and external users.
In addition, this individual 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; and Assisting 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; and Some 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.
Desirable:
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/or Agile 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 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 all 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 (703) 228-3500 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 703-228-3559 (voice) or email pers@arlingtonva.
us.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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