Desktop Support Technician

The Desktop Support Technician provides hands-on end-user technical support for state agency staff, including hardware and software troubleshooting, equipment deployment, and technology asset management. The role requires strong technical fundamentals paired with excellent customer service skills, as technicians regularly interface directly with a diverse, non-technical user base - in person, and in some cases remotely across a broader geographic region.

Core Responsibilities

• Provide desktop and end-user support for hardware, software, and peripheral devices
• Configure, deploy, install, and maintain computer equipment and related technology assets
• Troubleshoot and resolve issues involving workstations, laptops, printers, software applications, and network connectivity
• Perform basic network troubleshooting as needed
• Manage and document incidents and service requests through a ticketing system (ServiceNow preferred)
• Assist with equipment moves, upgrades, replacements, and technology refresh initiatives
• Maintain accurate inventory and documentation of hardware and software assets
• Escalate complex issues appropriately and collaborate with other IT teams to ensure prompt resolution
• Deliver timely, professional support across multiple agency locations or an assigned regional territory

• Excellent customer service, interpersonal, and communication skills
• 1-2+ years of hands-on experience in desktop support, including installation, troubleshooting, and repair in a Windows-based environment
• Experience configuring, setting up, and installing computer hardware and related equipment
• Experience using IT ticketing systems, with ServiceNow preferred
• Strong troubleshooting skills for both hardware and software issues
• Basic network troubleshooting skills
• Ability to work effectively under pressure and manage multiple priorities
• Ability to provide professional support to a diverse user base, * Previous experience supporting enterprise desktop environments
• Experience working in a government, public sector, or multi-agency environment
• Familiarity with Windows operating systems, Microsoft Office products, and common desktop technologies, Some positions require regional field coverage rather than a single-site posting. These roles may also require:
• A valid driver’s license, for travel between agency sites within a service region
• Ability to lift and carry heavy objects and work in uncomfortable positions for extended periods
• Comfort supporting users both remotely and in person across multiple locations

Skills & Competencies

• Customer-focused mindset
• Technical troubleshooting and problem-solving
• Time management and organization
• Attention to detail
• Team collaboration
• Adaptability and flexibility

(part of Eight Eleven Group) 3.73.7 out of 5 stars Frankfort, KY 40602 $18 - $20 an hour - Contract