Desktop Support Technician

• This position will work for the Field Support Services Supervisor, and coordinate services with the Manager. Position may consult with and work with the Agency infrastructure, server, and database teams, as well as the team, and Program managers.
• This position will coordinate and consult with Agency management, technical teams, and application teams to achieve stable and responsive systems and services with a goal of improved device and service availability and performance for customers.
• This position will provide technical expertise for ongoing deployment and support of the program staff, to include support and troubleshooting of voice and data communication networks, end user devices and services.
• This position will work for the Field Support Services Manager, and in consultation with the Manager.
• The position will coordinate efforts with the Agency Help Desk, Field Support, Infrastructure, Server, and Database teams.
• This position will consult with management, technical, and application support teams to achieve stable and responsive systems and services, with a goal of improved service availability, and stable end-user device availability and performance for staff.
• This will include installation and support of applications, software, and services deployed to support the program.
• This position will consult with vendors and the Field Support Services Manager to document installation and support processes and identify any methods and processes to improve support.

Candidate must:

• Understand the interactions between systems, applications, and services within the environment, and evaluate the impact of changes or additions.
• Analyze systems and perform usability testing to ensure performance and reliability, enhance scalability, and meet security requirements.
• Understand user and process requirements and ensure those requirements can be achieved through high-quality deliverables.
• Work closely with Agency Security, End User Support, Network Services, and Network Communications teams to identify, prevent, and mitigate network and client vulnerabilities.
• Provide technical expertise for ongoing development and support of the client’s voice and data communication networks, systems and services deployed in support of the Agency’s staff
• Consult with and assist the Agency infrastructure team and Agency partners to achieve, monitor and resolve telecommunication problems between endpoints.
• Understand the interactions between systems, applications, and services within the environment, and evaluate the impact of changes or additions.
• Able to provide remote communications troubleshooting support of IT systems and services (including those external), providing technical expertise requiring a wide range of IT device and service knowledge and experience.
• Available to work off hours and on weekends to implement scheduled maintenance if needed.
• To diagnose and resolve software and hardware incidents, including operating systems (Windows) and across a range of software applications.
• To assist Agency users and staff with any logged IT-related incident when called upon.
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customers as soon as possible; escalating incidents to other support teams where necessary.
• To accurately record, update and document requests using the IT service desk system.
• To install and configure new IT equipment.
• To resolve incidents and upgrade different types of software and hardware.
• To resolve incidents with printers, copiers and scanners.
• To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical staff at all levels in the organize.

• IT Service Desk.
• Ability To Diagnose And Troubleshoot Computer And Network Problems.
• Desktop/Server Support.
• Pc Setup, Config, & Deployment.
• Microsoft (MS) Office Installation.
• MS Office 365 E-Mail, One Drive, And Teams.
• Proficiency in Configuring And Troubleshooting Windows 11 Operating Systems (Client/Server Environment).
• Ip Based Printing.
• Supporting Apple iPhones.
• End User Configuration And Management Of VOIP.
• Valid Drivers License.
• Verbal Communication Skills.
• Written Communication Skills.
• Self Starter.

Ability to deal effectively with the needs of technical peers, technical and user management, users, vendors, and staff members, and to communicate clearly and effectively in spoken and written form.