Desktop Support Technician

We are seeking a skilled and motivated Desktop Support Technician to join our IT team. The ideal candidate will be responsible for providing technical support to end-users, ensuring the smooth operation of IT infrastructure, and maintaining computer systems. This role is crucial in helping our organization maintain productivity through effective troubleshooting and support.

• Diagnoses and troubleshoots basic-to-advanced hardware, software, network, or mobile device problems; escalates issues to specialized staff or technical team leads when necessary.
• Communicates at a complex level with others (internally or externally) to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints.
• Responsible for ensuring that all requests for assistance or service are handled in a timely manner and to the satisfaction of the users/customers.
• Submits clear and concise documentation within the Agency’s problem tracking system (BMC Helix ITSM). Achieves desired metrics in accordance with department policies.
• Monitors network activities to identify and/or assist in resolution of continuing problems or unusual situations.
• Conducts appropriate training to customers and/or other IT support staff as required to enhance their individual technical skills.
• Attends work on a regular and predictable schedule in accordance with Agency leave policies. Promotes and participates in a positive and culturally diverse work environment.
• Participates in special projects, QC/Testing, and other duties as required.

Do you have experience in WAN?, * 4+ years’ experience in the analysis and support of PC computer operating systems, hardware, software, wide-area-networks, and mobile devices (Apple). **Required experience must be gained within last 2-4 years to ensure qualified personnel are up-to-date in current software and hardware platforms.

• Knowledge of MS Office (preferably Office 365), Active Directory, and MDM
• Knowledge, skill and ability to analyze systems, procedures and processes, assess risks, and make recommendations to IT Support Teams and/or Team Lead or other management.
• Ability to effectively communicate orally and in writing in the English language with all levels of staff; Present and explain technical information to a non-technical audience.
• Team player, able to work with limited direction, using initiative and sound judgment; ability to modify response as needed due to emergencies or new priorities.
• CompTIA A+ certification strongly preferred
• Knowledge of VPN configurations and DNS management is a plus.
• Excellent communication skills with a customer-oriented approach.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.

If you are passionate about technology and eager to provide exceptional support to users while working in a dynamic environment, we encourage you to apply for this exciting opportunity as a Desktop Support Technician., * troubleshooting hardware, software, networking and MDM: 4 years (Preferred)

• supporting Microsoft 365 (Office 365): 2 years (Preferred)
• administering or supporting Active Directory: 2 years (Preferred)
• providing hands on desktop support to end users: 4 years (Preferred)

License/Certification:

• CompTIA A+ (Preferred)

Pulled from the full job description

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