As the Desktop Support Specialist, you will be responsible for providing level 2 technical support to our client.
Respond professionally and courteously to all service requests and areas of the business entities
Use PDQ Connect, Quick Assist, and remote desktop to provide level 2 technical support to over 2500 county staff, monitor work queues, open, update, and close ServiceNow Incidents
Thoroughly and accurately document the details of a user request or issue, document the diagnostic steps performed when troubleshooting the issue, and assist the user with resolution using existing procedures and documentation
Act as single point of contact for users of the Information & Technology Services (ITS) and direct questions and report problems regarding services
Install desktop hardware, peripherals, and printers
Activate and manage cell phones/tablets through O365/MDM
Install individual software packages as needed for all users
Use imaging software to expedite large equipment roll-out
Support other satellite offices (libraries, parks, etc.
Keep up-to-date system information in ServiceNow for asset tracking
Rotate On-Call schedule with the rest of the team
Rotate managing the IT warehouse and entering asset information as new shipments arrive
Assist C-level executives and Directors with technical needs
Maintain a great attitude and willingness to learn
Systems Engineering: Contribute to the design and deployment of desktop images, configure group policies in Intune, and automate scripts to streamline support operations
Automation & Scripting: Develop and maintain PowerShell or Python scripts to automate repetitive support tasks (e.g., user provisioning, log collection, software deployment)
Performance Monitoring: Implement and maintain monitoring tools to proactively identify and resolve desktop and network performance issues
Security Engineering: Support endpoint hardening initiatives, including antivirus configuration, patch management, and compliance with cybersecurity standards
Documentation & Standards: Collaborate with engineering teams to create technical documentation, standard operating procedures, and contribute to knowledge base articles
Experience providing Level 2 desktop support in an enterprise environment
Proficiency with remote support tools (PDQ Connect, Quick Assist, Remote Desktop)
Hands-on experience with ServiceNow or similar ITSM platforms for incident and asset management
Strong ability to install, configure, and troubleshoot hardware and software, including desktops, peripherals, and printers
Knowledge of O365 and Mobile Device Management (MDM) for managing mobile devices
Ability to write and maintain automation scripts using PowerShell or Python
Familiarity with Intune and group policy configuration for desktop image deployment
Understanding of endpoint security practices, including patch management and antivirus configuration
Excellent communication and documentation skills for user support and knowledge base contributions
Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access.
Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.