Provides Desktop Services support for staff as required for the role and follows policies and procedures with the handling of all technology hardware/software.
Customer focused and strong communication skills
Ability to work with operational staff in a maintenance shop environment
Provides project management for laptop deployment and retrieval to support IT Asset Management and Desktop Services, team
Soft skills to support non-technical people
Create and maintains appropriate Desktop Services documentation including knowledge articles, system documentation, and process workflows
Resolves tickets Support ticket queue within Service-Now
Performs activities related to Desktop Field services quality, including efficient ticket management, small projects, and activities coordination within IT.
Performs troubleshooting duties involving the resolution of software and hardware related problems involving desktop computers, phones, peripherals, and networked systems for office locations; works with operations and
maintenance staff management and staff to support ongoing growth of personnel and the required hardware and software requirements required needed to fulfill their positions; move and relocation of workstation hardware and printer.
Reviews hardware and software requirements for remote staff including computers, monitors, printers, and other peripherals; works with the Service Desk to complete setups in timely, efficient manner
Provides support to desktop services department on matters as directed; serves as a staff on a variety of committees, attends and participates in professional group meetings; maintains awareness of new trends and developments in field
technologies related to area of assignment; incorporates new developments as appropriate; ensures processes, policies, and practices are interpreted and
applied consistently and effectively; ensures accountability and compliance with all current and applicable state and federal laws, Agency policies and procedures, rules and regulations.
Provides telecommunications support including add/change/removal of iPhone and Android cell phones; desktop phones; teams conference room support
Evaluates technology requests for assistance by studying specifications against current system configurations and recommends purchase and/or installation of equipment and/or software
Analyzes ticket queue for trends and recommends corrective actions
Provides technical assistance throughout application/hardware implementation to ensure smooth transition and sustainability for the organization
User computer equipment moves as scheduled
It is the responsibility of all employees to follow the Agency safety rules, regulations, and procedures about all their assigned duties and responsibilities, which could include systems, operations, and/or other employees
It is the responsibility of all employees to integrate sustainability into everyday business practices
Minimum Qualifications
High School Diploma/GED supplemented by Technical School/College with coursework in information technology or a related field and three years of information technology experience in end-user support in an enterprise environment, that includes troubleshooting, maintenance, and imaging and installation of desktop/laptop computer systems and/or network systems and includes troubleshooting, effective ticket management through applied tools and knowledge of ITIL best practices, OR an equivalent combination of education and experience
Required knowledge of:
Principles and practices of customer service
Advanced operations, services, and activities of a service desk and desktop field services operation
Methods and techniques of performing advanced troubleshooting activities on PC and MAC hardware, software, printers, networked and peripheral equipment.
Knowledge of network protocols, technologies, and VPN configurations associated with
LAN/WAN networks; local and wide area networking theory and technologies
Good understanding of ITAM fundamentals and best practices
Knowledge of computers and information systems, network storage, and networking connectivity technology
Windows 11 and MAC OS products; implementing, operating, and troubleshooting TCP/IP and Ethernet-based network architectures
Concepts, principles, and practices of network architecture, design, development, protocols, implementation, and administration
Configuration of workstation hardware, office networks, software components, printers, and desktop peripheral operating systems Service desk tracking systems; i.e.: ServiceNow, remedy
Federal, state, and local laws, codes, and regulations Principles of business letter writing and basic report preparation
Appropriate use of English, spelling, grammar, and punctuation
Modern office procedures, methods, and equipment, including computers, computer applications such as word processing, spreadsheets, and statistical databases
Required skill in:
Establishing and maintaining effective working relationships with other departmental staff, management, vendors, outside agencies, community groups and the general public Interpretting and administering policies and procedures sufficient to administer, discuss, resolve, and explain them to staff and other constituencies
Identifying, troubleshooting, and resolving the most difficult computer hardware, software, network, and peripheral problems; coordinating solutions with outside vendors, users, and information technology staff
Active Directory, SCCM, and Enterprise managed print services configuration and administration
Use of process improvement frameworks, i.e. ITIL, COBIT, MOF
Installing, configuring, upgrading, and maintaining desktop computer hardware, software, and peripherals
Demonstrating use and operation of desktop and network systems for Agency computer users
Responding to user requests and providing effective computer service using clear communication skills
Managing projects and making decisions in fast-paced, difficult environments
Managing conference room AV technologies such as Teams
Responding to inquiries in effective oral and written communication
Researching, analyzing, and evaluating new service delivery methods and techniques
Working cooperatively with other departments, Agency officials, and outside agencies
