Desktop Support Specialist

Load and configure appropriate software for end users. Install and support local and network printers, scanners, and peripherals. Perform user profile and data migrations during hardware refresh projects. Provide on-site technical support across assigned counties. Service Desk & Customer Support Manage and resolve ServiceNow service requests and incidents. Prioritize tickets based on business impact and urgency. Communicate issue status and resolution updates to customers and support teams. Take ownership of incidents through full resolution. Infrastructure Support Support Active Directory account administration and user access management. Assist with email, NCID, Citrix, and other account-related requests. Coordinate with Data Center Operations for file storage, restores, and network-related services. Work with application and network teams to troubleshoot and resolve complex issues. Project Management Lead and coordinate technical projects and field deployments. Provide project status updates to management. Collaborate with cross-functional teams to achieve project objectives. Documentation & Process Improvement Create and maintain technical documentation, processes, and procedures. Ensure documentation supports operational standards and service level agreements. Review and update documentation annually. Recommend technical improvements and solutions to emerging issues.

7+ years of experience supporting desktop hardware, software, peripherals, networking protocols, and communications. 7+ years of experience installing and imaging desktop/laptop computers. 7+ years of experience deploying and configuring software for end users. 7+ years of experience installing and supporting local and network printers. 7+ years of experience performing user data migration and profile transfers. 7+ years of experience documenting technical support processes and procedures. 7+ years of experience using ServiceNow or similar ITSM ticketing systems. Strong troubleshooting and customer service skills. Experience with Active Directory, Citrix, email administration, and account management. Ability to work independently in a field support environment. Comfortable with frequent travel between supported locations. Preferred Skills Experience supporting state government or large enterprise environments. Experience leading technical projects and coordinating team activities. Knowledge of ITIL-based service management practices. Experience working with Data Center Operations and network infrastructure teams. Key Responsibilities Desktop & Field Support Diagnose and resolve complex desktop, software, hardware, and network-related issues.