Computer Support Technician I

The Computer Support Technician I is responsible for providing frontline technical support, device deployment, and endpoint services within the assigned Department of Public Safety Support environment. This role focuses on fundamental troubleshooting, workstation imaging, and high-quality customer service across Windows, macOS, iOS, and Android platforms.

As a frontline resource, this position works under the guidance of the Team Lead and Project Manager to support daily workstation operations, execute routine device provisioning, and ensure rapid, accurate incident resolution for agency end users.

Position Responsibilities

Frontline Technical Support & Escalation Pathways

• Configure, deploy, maintain, and troubleshoot Windows and macOS workstations, laptops, and peripheral devices.

• Support iOS and Android mobile devices within the enterprise environment, ensuring basic connectivity and policy compliance.

• Utilize remote support tools effectively to assist users across localized and geographically distributed agency locations.

Document and escalate advanced or complex technical issues to higher support tiers (Tier II/III) when appropriate. Endpoint Operations & Tactical Focus Areas

• OMES Support Service & User Assistance: Deliver responsive, high-touch frontline user assistance and troubleshooting to maintain established service delivery standards.

• Asset Tracking & Inventory: Support enterprise asset tracking workflows via ServiceNow, ensuring accurate tracking of hardware deployments, replacements, and returns.

• Hardware Refresh Deployment: Perform workstation imaging, device provisioning, software installation, and physical setup activities during large-scale laptop and workstation refreshes.

• Network & Security Compliance: Troubleshoot routine hardware, software, printer, VPN, and network connectivity issues to ensure endpoints maintain enterprise compliance standards.

• Onboarding & Offboarding Support: Execute technical onboarding and offboarding tasks, including hardware delivery, setting up basic workstations, and verifying initial system access.

• Application Deployment & Testing: Assist with the baseline installation, standard configuration, and routine troubleshooting of core agency-specific applications.

Service Management & Coordination

• Utilize ServiceNow for daily incident management, service requests, accurate asset tracking, and comprehensive ticket documentation.

• Adhere strictly to established service level agreements (SLAs) and customer service metrics.

• Maintain clear, thorough, and precise ticket resolution details for all assigned support activities.

Participate in scheduled on-call support rotations and after-hours activities to support agency operations as required.

Do you have experience in macOS administration?, Do you have a High school diploma or GED?, * A Bachelor's degree and one (1) or more years of relevant experience; OR

• An Associate's degree and three (3) or more years of relevant experience; OR

• A High School Diploma or GED and five (5) or more years of relevant experience; OR

An equivalent combination of education and experience, substituting one year of relevant IT experience for each year of required education. Required Skills and Experience

• Experience supporting Windows and macOS operating systems in an enterprise or professional environment.

• Direct experience utilizing ServiceNow or a similar enterprise ticketing system for incident tracking.

• Foundational experience troubleshooting computer hardware, software, printing, and peripheral device issues.

• Basic experience configuring and supporting iOS and Android mobile devices.

Strong customer service, communication, and problem-solving skills in a multi-location support environment. Preferred Skills and Experience

• Familiarity with Active Directory, Microsoft 365 administration, and remote endpoint management tools.

• Experience with workstation imaging, provisioning protocols, and deployment technologies.

• Basic experience supporting enterprise VPN clients and localized network connectivity issues.

• Experience working in large-scale public sector, health care, or government IT enterprise environments.

Relevant technical certifications (CompTIA A+, Network+, Microsoft, Apple, or similar). Physical Demands and Work Environment Work is usually performed in an office environment with moderate noise levels. Requires extended periods of sitting, computer use, and phone communication. Occasional standing, walking, lifting, and reaching may be required. Must be able to lift and transport IT equipment weighing up to 30 pounds. Requires travel between statewide agency locations based on operational needs.

Pulled from the full job description

• Paid holidays, As a Computer Support Technician I with OMES you will enjoy:

• Generous leave including 15 days of vacation, 15 days of sick leave and 11 paid holidays annually.

• A comprehensive Benefit Package with a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents.