Desktop Support Technician Senior

City of Atlanta, GA•Atlanta, GA

39d•$78,736 - $98,000

About The Position

The Sr. Desktop Support Technician will be part of a team responsible for supporting workstations running on Windows 10 and higher platforms in a 24x7 operating environment. The Technician is responsible for "imaging" workstations as outlined by departmental standard operating procedures and installing and configuring all associated hardware. The Technician is responsible for proactively monitoring these workstations and is responsible for firmware updates, operating system updates, anti-virus software updates, security patches, and repair of any hardware failures. The technician will also provide helpdesk support to include answering helpdesk phones and resolving end-user computer issues using remote diagnostic and troubleshooting tools. Duties will require after-hours support. The Technician will report to the Technical Services Manager and must coordinate activities with other business units within the division to meet the department's overall objectives.

Requirements

3 years overall IT experience
Office365, ServiceNow Ticketing System, Mac OS, Windows10,11, configuration, troubleshooting.
Create, modify, and delete user accounts, security groups, and distribution lists.
Manage group memberships and enforce least privilege access.
Reset passwords and unlock accounts as needed.
User management in MS Active Directory / Azure Active Directory (creating, disabling, removing, resetting, configuring user accounts), managing user groups/OUs/permissions.
Ensure proper login permissions and access rights across systems and applications.
Implement policies for secure access (e.g., multi-factor authentication, password policies).
User and permission administration and management in a domain (AD, GPO, groups OUs, password, login items, etc.)
Knowledge and experience working with MS Exchange (On-premises and Exchange Online); Administering users, creating mailboxes, managing mailboxes, and e-mail addresses), Google Apps for Business (assigning users, enabling features, resetting passwords, etc., Microsoft 365 (assigning users, enabling features, resetting a password, assigning licenses, etc.) Adobe products, and other software or cloud systems
Knowledge of Single Sign-On and Multi-Factor Authentication solutions such as Microsoft Authenticator.
Hardware and software troubleshooting for desktops, laptops, mobile devices, wireless access points, switches, printers
Networking basics: TCP/IP, DNS, DHCP, NAT, SSH, HTTP/HTTPS, IPSEC, L2TP, Firewall ACLs
Apple iOS, Android-based mobile device configuration, app installation, and device management
Antivirus software configuration, usage, and installation such as Wi
Virus and malware removal using common AV and anti-malware software packages.
Experience in performing hardware installation and configuration of printers, scanners, web cameras, projectors, and Audio Video equipment.
Excellent Customer Service is a must and be able to manage multiple projects and/or tasks concurrently.
Must be a self-starter & be able to use own judgment/initiative to undertake activities with minimal supervision.
The Candidate must also have excellent oral & written communication skills.
The successful candidate must be able to work from 8:15 am to 5:00 pm Monday through Friday.
Work a remote on-call rotation schedule that consists of Friday to Friday,10:00 pm to 6:00 am answering customers' calls via city-issued cell phones unlocking accounts and putting on tickets.
Agree to work the following week for only 4 days.
Clean driving/criminal record, ability to follow directions and solve problems under pressure while maintaining a professional demeanor.
Work collaboratively with others to achieve team & organizational goals; prioritize projects and/or tasks; provide constructive input to achieve team goals; deliver a customer-focused, responsive service to customers; support efforts to enhance business efficiency & effectiveness; demonstrate a positive, "can-do" attitude; respond constructively to new information, changing conditions, & unexpected obstacles, Use time efficiently, ability to follow procedures and take direction

Nice To Haves

In-depth knowledge of or experience with supporting Xerox printers/copiers is a plus.

Responsibilities

Imaging workstations as outlined by departmental standard operating procedures
Installing and configuring all associated hardware
Proactively monitoring workstations
Performing firmware updates, operating system updates, anti-virus software updates, security patches
Repairing any hardware failures
Providing helpdesk support to include answering helpdesk phones
Resolving end-user computer issues using remote diagnostic and troubleshooting tools
Coordinating activities with other business units within the division to meet the department's overall objectives

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