IT Help Desk Support Services

Seeking a help desk specialist who will be responsible for the timely delivery of technical support services to agency staff.

Specialist will provide advanced front-line support for the deployment, maintenance, and troubleshooting of personal computers and related technologies, including mobile devices; install, configure, troubleshoot, and perform complex repairs to employee hardware and software systems; and provide technical assistance and guidance to staff.

Provide support for the Agency in maintaining and modernizing its endpoint management environment across macOS, Windows, and mobile platforms, while promoting operational excellence through the development of standard operating procedures, knowledge base articles, and automation scripts.

Work collaboratively with the Agency's existing Service Desk personnel and coordinate with internal Tier III Engineering, Network Operations, and Cybersecurity teams to ensure consistent, high-quality service delivery.

Duties

• Provide prompt and professional technical support to end-users via help desk tickets, phone, or email, ensuring issues are resolved efficiently.
• Troubleshoot and resolve hardware problems related to computers, mobile devices, printers, and peripherals.
• Diagnose and fix software issues across operating systems such as Windows and macOS, including application errors and configuration problems.
• Manage network troubleshooting tasks involving LAN (Local Area Network), TCP/IP protocols, DNS configurations, VPNs, firewalls, and network connectivity issues.
• Administer Active Directory accounts, including user creation, permissions management, group policies (GPO), and password resets.
• Support IT infrastructure components for software deployment and updates.
• Assist with computer management tasks including OS upgrades, hardware replacements, and system imaging using tools like SCCM or Jamf for macOS devices.
• Collaborate with network administrators to monitor network performance and implement security measures like firewall configurations.
• Support the setup and maintenance of mobile devices and remote access solutions to enable secure remote work.
• Maintain detailed documentation of troubleshooting steps, resolutions, and system configurations to ensure knowledge sharing within the team.

• Proven experience in providing technical support within a help desk or IT support environment.
• Strong understanding of computer hardware components and troubleshooting techniques.
• Hands-on experience with operating systems including Windows, macOS, and mobile platforms.
• Familiarity with network administration concepts such as LAN/WAN setup, TCP/IP protocols, DNS management, DHCP configuration, VPNs, firewalls.
• Experience managing Active Directory environments for user account provisioning and GPO implementation.
• Proficiency with ticketing systems for incident tracking.
• Knowledge of Microsoft Office Suite applications for end-user support.
• Ability to analyze complex technical issues quickly and communicate solutions clearly to non-technical users.
• Prior exposure to enterprise IT infrastructure including Microsoft Windows Server environments is desirable.
• Excellent communication skills combined with a customer-focused attitude that fosters positive relationships with users at all levels.

Join us in delivering top-tier IT support that keeps our organization running smoothly! We value energetic problem-solvers eager to make a difference through technical excellence and outstanding customer service!

Pulled from the full job description

• Health insurance
• Paid time off