Desktop Support Technician

GTS Technology Solutions is seeking Desktop Support Technicians to support a public-sector customer with day-to-day end-user technical support and several upcoming technology initiatives, including laptop refreshes, workstation deployments, and new facility setups.

This is a hands-on technical support role combining Level 1 troubleshooting with desktop support and deployment responsibilities. The Desktop Support Technician will troubleshoot endpoint hardware and software issues, resolve support tickets, image and configure devices, assist users in person and remotely, and support technology installations across multiple customer locations.

This position is well suited for someone who enjoys a mix of technical troubleshooting and hands-on desktop support rather than spending the entire day at a service desk.

Key Responsibilities

· Provide Level 1 technical support for hardware, software, connectivity, account, and peripheral issues.

· Troubleshoot and resolve desktop and laptop issues both in person and remotely.

· Monitor, document, update, and resolve requests through a service ticketing system.

· Image, configure, deploy, refresh, and replace Windows laptops and desktop computers.

· Support laptop refresh projects, including preparing new equipment and decommissioning outdated devices.

· Set up workstations and technology equipment at new and existing customer facilities.

· Connect and configure monitors, docking stations, peripherals, and other workstation equipment.

· Provide basic Active Directory support and account troubleshooting.

· Support Microsoft Windows and Microsoft Office applications.

· Assist with mobile device support, including iPhones and iPads.

· Support Mobile Device Management (MDM) activities as needed.

· Troubleshoot basic network and internet connectivity issues at the endpoint level.

· Escalate complex or priority issues to the appropriate technical team.

· Maintain accurate documentation of support activities and equipment.

· Travel between local customer facilities as needed to provide onsite technical support.

· Perform hands-on installation work that may require bending, kneeling, crawling under desks, and lifting equipment weighing up to 50 pounds.

· Provide professional and customer-focused support to users with varying levels of technical knowledge., · The initial schedule is expected to be Monday through Thursday, 10 hours per day. Due to upcoming facility openings and department moves, the schedule may temporarily transition to a 5-day or alternate workweek. Candidates must have flexibility to accommodate schedule changes while maintaining approximately 40 hours per week.

Work Authorization: Must be authorized to work in the United States on a full-time, ongoing basis without the need for employer sponsorship now or in the future

Background Requirement: Must pass a Criminal Justice Information Systems (CJIS) background check upon hire., · 2+ years of experience in desktop support, IT support, help desk, service desk, or a similar technical support role preferred.

· Hands-on experience troubleshooting Windows desktops and laptops.

· Working knowledge of Active Directory.

· Experience supporting Microsoft Office applications.

· Experience troubleshooting computer hardware, software, peripherals, and basic connectivity issues.

· Experience providing in-person and remote end-user support.

· Strong technical troubleshooting and problem-solving skills.

· Strong customer service and verbal and written communication skills.

· Ability to work independently and appropriately escalate technical issues.

· Ability to lift, carry, push, or pull equipment weighing up to 50 pounds.

· Valid driver’s license and ability to travel between local customer locations as needed.

Preferred Qualifications

· Experience imaging, configuring, and deploying desktops and laptops.

· Experience supporting workstation refresh or hardware deployment projects.

· Experience with Mobile Device Management (MDM) solutions.

· Experience with Ivanti or similar device management platforms.

· Experience with Apple Business Manager and supporting iPhones and iPads.

· Experience with workstation or server support.

· CompTIA A+ certification.

· Previous experience supporting a public-sector or government environment.

· Experience supporting public-safety technology, such as in-vehicle technology, body cameras, or mobile data devices., * Do you have hands-on experience imaging, configuring, deploying, or replacing desktops and/or laptops? Yes / No

• Are you able to work 100% onsite and travel between local customer locations as needed? Yes / No
• Are you able to meet the background screening and CJIS clearance requirements for this position? Yes / No

Experience:

• desktop and end-user IT Support: 2 years (Required)
• Active Directory and Microsoft Office applications: 1 year (Preferred)

Pulled from the full job description

• Health insurance
• Vision insurance
• Dental insurance, * Dental insurance
• Health insurance
• Vision insurance