Desktop Support Technician

• Provide technical support of IT service tickets submitted in the ServiceNow Ticket system. Technician will review assignment of IT service request and determine appropriate action to address the service request. Provide feedback to client IT staff and End-users within a status report on the help request via e-mail and/or verbal communication.
• Complete assigned ServiceNow IT Service request for the support of PC in a Microsoft Windows networked environment and associated hardware (i.e. monitors, scanners, printer) and approved software.
• Service request ServiceNow Ticket Completion - Respond to IT service requests and completing requests in a timely manner.
• Other duties as assigned.

• Minimum of two (2) years’ experience configuring and installing PC components (Windows 10 and above) in a large or medium scale Distributed Computer Systems environment, including hardware and system software. Excellent verbal and written communication skills.
• Minimum of Two (2) years’ experience in System Administration, analyzing, troubleshooting, and problem-solving distributed Windows-based systems in an enterprise network environment. Specific technology knowledge must include Active Directory (AD), SCCM (Software Center Configuration Manager), and DHCP.
• Minimum of Two (2) years of hands-on experience supporting, administering, and performing data backups/migrations for enterprise-level health, clinical, environmental health database mobile applications and environmental data management systems in a highly regulated environment.
• Minimum of Two (2) years’ experience analyzing, troubleshooting, and supporting desktop/laptop hardware, software components, and multi-site connectivity in a complex LAN/WAN environment.
• Minimum of Two (2) years’ experience providing second/third-tier customer service and technical support to users, including troubleshooting complex server and router issues under strict SLAs.
• Demonstrated ability to prioritize, organize, schedule, and complete assigned workloads without supervision.
• Specialized Hardware & Infrastructure: Experience managing enterprise multifunction printing infrastructure and configuring diverse peripherals (industrial label printers, digital signature pads) within a government WAN network (e.g., FDOH WAN).
• Environmental Monitoring Systems: Hands-on experience installing, configuring, and maintaining Air Monitoring Server, SQL Server databases, and managing data acquisition workflows (e.g. configuring Environmental data loggers).

Preferred:

• CompTIA A+ certification.