IT professional

The IT professional will serve as the principal line of communication for the project team. The duties and

responsibilities of this position are as follows:

Desktop Support and Troubleshooting

• Install, configure, and maintain desktop hardware, laptops, printers, mobile devices, and peripheral

equipment;

• Diagnose and resolve software, hardware, networking, M365, and profile-related issues; and

• Provide support for VPN, VoIP, MFA, password resets, and security compliance requirements.

System Administration and Asset Management

• Maintain device inventory accuracy, including receipt, imaging, deployment, decommissioning, and

replacement cycles; and

• Ensure assets are tracked according to statewide and Department standards.

Software Deployment and License Compliance

• Deploy approved software packages manually or via enterprise tools (e.g., Tanium, MECM);

• Ensure compliance with Program Area-specific licensing, tracking installation counts accurately;

and

• Report discrepancies or licensing concerns to management.

Customer Service and Communication

• Provide timely, professional support to staff throughout the Department;

• Keep users informed on ticket status and resolution steps; and

• Collaborate with other OIT teams, vendors, and purchasing and procurement staff when issues

impact operations.

Security and Compliance

• Enforce workstation security standards (screen locking, MFA usage, patching, antivirus, and policy

compliance); and

• Maintain confidentiality and follow all Department data protection rules.

Documentation and Process Improvement

• Create and update knowledge articles, job aids, and troubleshooting steps; and

• Recommend improvements to support processes, imaging workflows, device refresh cycles, and

field procedures., Scope of Work/Job Characteristics

The IT professional will serve as the principal line of communication for the project team. The duties and

responsibilities of this position are as follows:

Desktop Support and Troubleshooting

• Install, configure, and maintain desktop hardware, laptops, printers, mobile devices, and peripheral

equipment;

• Diagnose and resolve software, hardware, networking, M365, and profile-related issues; and

• Provide support for VPN, VoIP, MFA, password resets, and security compliance requirements.

System Administration and Asset Management

• Maintain device inventory accuracy, including receipt, imaging, deployment, decommissioning, and

replacement cycles; and

• Ensure assets are tracked according to statewide and Department standards.

Software Deployment and License Compliance

• Deploy approved software packages manually or via enterprise tools (e.g., Tanium, MECM);

• Ensure compliance with Program Area-specific licensing, tracking installation counts accurately;

and

• Report discrepancies or licensing concerns to management.

Customer Service and Communication

• Provide timely, professional support to staff throughout the Department;

• Keep users informed on ticket status and resolution steps; and

• Collaborate with other OIT teams, vendors, and purchasing and procurement staff when issues

impact operations.

Security and Compliance

• Enforce workstation security standards (screen locking, MFA usage, patching, antivirus, and policy

compliance); and

• Maintain confidentiality and follow all Department data protection rules.

Documentation and Process Improvement

• Create and update knowledge articles, job aids, and troubleshooting steps; and

• Recommend improvements to support processes, imaging workflows, device refresh cycles, and

field procedures.

A high school diploma, its equivalent, or two (2) years of equivalent work experience is required.

The Department requires the following experience, skills, and knowledge for this position:

• Strong knowledge of Windows operating systems, Microsoft 365 applications, endpoint security,

and standard desktop support practices;

• Experience with enterprise software installations;

• Ability to diagnose and resolve hardware and software issues efficiently;

• Familiarity with networking concepts such as Transmission Control Protocol/Internet Protocol

(TCP/IP), Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), and

Wireless Fidelity (Wi-Fi);

• Excellent communication and customer service skills; and

• Ability to work independently and manage multiple priorities.

NOTE: In addition to the above list, the selected Candidate must successfully complete a Level II

Background Check.

Preferred Qualifications

The Department prefers the Candidate to have the following experience, skills, and/or knowledge for this

position:

• Experience supporting devices in a distributed, multi-site organization;

• Knowledge of Voice over Internet Protocol (VoIP) and Virtual Private Network (VPN) technologies;

• Prior experience working in government or other high-compliance environments; and

• Experience with enterprise asset tracking and ticketing systems such as ServiceNow.