Desktop Support Technician
About The Position
The Desktop Support Technician provides online and desk-side helpdesk services to users, identifies and resolves IT operational issues, and documents service procedures and resolutions. The role supports end-user systems and tickets involving incidents, problems, and requests, including business and custom applications and devices. The technician designs, installs, and supports workstations and agency IT systems in an environment that includes Windows servers and workstations, LAN, VPN, Office 365 E5, SharePoint, Active Directory, VOIP, and business and custom applications. The role also supports enterprise Microsoft products, performs printer installations and toner replacements, and prepares KPI reports and operational documentation using Microsoft Office. This is an onsite contract position in Atlanta, Georgia.
Requirements
- High school diploma or GED and two years of experience providing software or hardware customer support or technical assistance to computer users; alternatively, a vocational/technical degree in computer applications, computer technology, or a closely related area and one year of software or hardware customer support experience; or two years of experience as a Help Desk Support Specialist 2 or equivalent.
- Two years of desktop support experience with Windows 7/10, Office 365, and Adobe Professional.
- Two years of Active Directory experience.
- Two years of printer support, including toner replacement and print server administration.
- Two years of desktop imaging management experience.
- Two years of inventory management and support experience.
- Two years of customer service experience, including personable desk-side engagement and effective customer support interactions.
- Excellent interpersonal, oral, and written communication skills.
- Excellent problem-solving skills.
- Technical competence and knowledge of systems management, development and implementation methods, and infrastructure.
Nice To Haves
- Bachelor's degree from an accredited college or university in a computer-related field, such as Computer Information Systems or Computer Science.
- Two years of SharePoint support experience.
- Two years of ServiceNow incident reporting experience.
- Experience imaging Dell machines with Windows 10.
- Experience working in an ITIL Service Management organization.
- CCNA (Cisco Certified Network Associate).
Responsibilities
- Provide online and desk-side helpdesk services to users and identify and resolve IT operational issues.
- Document service procedures and resolutions.
- Provide end-user support for incident, problem, and request tickets involving end-user systems, applications, and devices.
- Design, install, and support workstations and agency IT systems.
- Install and support Microsoft enterprise-level products, such as Exchange, SQL, MS Access, ODBC, System Center, and SharePoint.
- Install printers and replace toner.
- Proactively provide KPI reports and document systems and application operations using Microsoft Word, Excel, or PowerPoint.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Career Level
Entry Level
Education Level
High school or GED
