Desktop Support Technician

Are you a customer-focused IT professional who enjoys hands-on problem solving and supporting end users directly? GTS Technology Solutions is seeking a Systems Administrator II - Desk-side Support to provide Tier 2 desktop and device support in a fast-paced enterprise environment.

This role supports agency staff across multiple office locations and works closely with IT teams to ensure reliable, secure, and responsive technology services.

What You'll Do

In this role, you will provide Tier 2 desk-side and desktop support, including:

• Support agency staff hardware, software, network, and mobile device functionality (desktops, laptops, tablets, smartphones)
• Perform move/add/change assignments and handle service requests
• Troubleshoot and resolve incidents within defined SLAs; escalate as needed
• Install, configure, and upgrade computer systems, peripherals, and system software
• Monitor incident and request queues daily
• Document activities, resolutions, and procedures in the ticketing system
• Assist with IT initiatives such as device refreshes, site moves, and technology rollouts
• Maintain and update inventory and project documentation (Excel and tracking tools)
• Travel between office locations as needed to support customers

• Hands-on experience supporting Windows OS, Microsoft Office/O365, and Active Directory
• Knowledge of computer hardware, software configuration, and troubleshooting
• Knowledge of Microsoft Endpoint Configuration Manager
• Experience supporting mobile devices (laptops, tablets, smartphones)
• Familiarity with networks, user account management, and security best practices
• Strong customer service skills with the ability to communicate technical information clearly to non-technical users
• Ability to prioritize and manage multiple requests in a fast-paced environment
• Ability to work independently with limited supervision

Preferred / Nice to Have:

• CompTIA A+ certification
• Prior experience in desk-side or desktop support roles (Tier 2)
• Experience in enterprise or public-sector environments, * High school diploma or equivalent required
• Minimum of 12 months of experience in systems administration and/or computer systems and user support
• Minimum of 4+ years' experience with information systems, processes, and procedures
• College coursework in Computer Science, MIS, or a related field preferred

(Education and experience may be substituted for one another), * Must pass a satisfactory standard criminal background check requirements upon hire.

• Must have reliable transportation.

Work Environment & Physical Requirements

• Employees are expected to maintain a professional appearance appropriate to a business setting supporting executives and in accordance with company policy.
• Hybrid schedule: must maintain a professional, quiet, distraction-free home workspace for remote days.
• Ability to sit, stand, bend, squat, and lift equipment weighing 40-60 pounds.
• Ability to travel between office locations to support customers., * High school or equivalent (Required)

Experience:

• information systems, processes, and procedures: 4 years (Required)
• systems administration and/or computer systems/user support: 1 year (Required)

License/Certification:

• CompTIA A+ (Preferred)

• 401(k)
• Dental insurance
• Health insurance