Desktop Support Technician

LingaTech•Harrisburg, PA

7d•Hybrid

About The Position

The Desktop Support Technician provides advanced incident management and hands-on technical support for desktop hardware, software, and network connectivity across a multi-agency environment. This role delivers both onsite and remote support services, ensures executive-level technical assistance, and collaborates with user account management teams to maintain secure and reliable IT operations.

Requirements

Demonstrated knowledge and hands-on experience using ServiceNow or a comparable IT asset management system.
Expert-level knowledge and practical experience supporting Windows operating systems and Microsoft O365 Office products.
Strong customer service orientation with excellent written and verbal communication skills.
Solid knowledge of desktop hardware, including printers, scanners, and video/conferencing equipment.
Working knowledge of software installation, configuration, and support across enterprise environments.
Experience imaging and deploying workstations using SCCM.
Excellent troubleshooting, problem-solving, and organizational skills with the ability to manage multiple priorities.
Ability to lift and transport boxes and IT equipment as required.
Proven ability to work both independently and collaboratively within a team environment.
Hands-on experience setting up, installing, and supporting VPN connectivity.
Experience creating and modifying resource accounts, managing distribution lists, and performing password resets in Active Directory.
Knowledge of wireless workstation setup, configuration, and support.

Responsibilities

Provide incident management support by troubleshooting desktop hardware, software, network connectivity, printers, scanners, and related peripherals.
Deliver advanced support for Windows and Mac operating systems, Microsoft O365 applications, COTS software, and internally developed applications.
Install, configure, test, and support Wi-Fi, VPN, VDI environments, desktop software, and endpoint devices.
Perform remote troubleshooting and resolution using remote-control tools when onsite visits are not required.
Image desktops and laptops using SCCM and manage workstation deployments, replacements, and hardware distributions.
Set up and support wireless workstations and resolve VPN and VDI connectivity issues.
Coordinate with vendors to facilitate onsite hardware repairs and equipment servicing.
Provide technical support for conference room video technology and collaboration tools.
Create, modify, and manage user and resource accounts in Active Directory, including password resets and distribution list updates.
Utilize ServiceNow (or similar asset management systems) to log, track, and resolve incidents and manage IT assets.
Use user provisioning systems to add, remove, and modify user accounts and access privileges.
Research and recommend modern technologies to improve system performance, reliability, and customization based on business needs.
Serve as an independent project lead or act as a senior technical resource for the Incident Management Support Team as required.
Deliver dedicated, high-level technical support to executive leadership.
Provide professional customer service support via phone, remote session, and onsite visits.
Maintain organized documentation of support activities and ensure adherence to service standards and procedures.
Lift, transport, and deploy IT equipment as necessary.
Work effectively both independently and collaboratively within a team environment while maintaining professionalism and composure under pressure.