Desktop Support Technician (47097) - Full-time

                                                                        In-Person, On-Site Position 

The Desktop Support Technician will provide day-to day-local and remote desktop support.  They will receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency within the IT Support Center. Desktop Support Technician provides Break-Fix, fault diagnosis and resolution. Provide fault analysis to customer’s various core operating systems and platforms and be able to provide support and apply desktop fault resolution for the approved application suite.  As this position has access to sensitive data, it requires strong adherence to our confidentiality and data protection policies. Salary: $26.44/hr-$28.84/hr.

Essential functions

a) Provides first/second level contact and problem resolution for customer issues.
b) Works with Third Party Vendors to remediate AV issues as needed.
c) Provides timely communication on issue status and resolution.
d) Maintains ticket updates for all reported incidents.
e) Installs, upgrades, supports and troubleshoots Windows 11 and Microsoft Office365 on new and existing desktops and laptops.
f) Installs, upgrades, supports and troubleshoots for printers, computer hardware.
g) Performs general preventative maintenance tasks on computers, laptops, printers.
h) Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.
i) Uses diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.

j) Performs other duties as assigned.                                                             

DECISION MAKING

Work under general supervision and performs a variety of tasks some are repetitive (e.g. user support problems, software support), some are not. Inform supervisor before any major server work which could have a wide impact on the Agency or to get approval on equipment purchase.

KNOWLEDGE

1. Broad experience of IT with basic understanding of Networks, Servers and Audio/Visual.
2. Recent experience with hands-on Desktop Support.
3. Knowledge of and experience troubleshooting/supporting Windows platform 11 (64bit), 0fffice 365,OneDrive.
4. Advanced Hardware and software troubleshooting skills.
5. Capable of providing best effort support for non-standard devices.
6. Knowledge of the concepts and policy controls of Active Directory.
7. Knowledge and understanding of:  Devices and Telecoms.
8. This position requires the ability to work in a project-based environment requiring flexibility and teamwork.