Desktop Support Technician

DecisionPoint•Road Boise, ID

11d•Onsite

About The Position

DecisionPoint is seeking a Desktop Support Technician to join our team in supporting the Department of Interior's Bureau of Reclamation within the Columbia Pacific Northwest (CPN) Region Office located in Heyburn, Idaho. Join our team at DecisionPoint, where you will have the opportunity to make a significant impact on the technological efficiency and effectiveness of the Department of Interior's Bureau of Reclamation CPN Region Office. Apply today to advance your career in IT support within a dynamic and supportive environment.

Requirements

Ability to obtain a Public Trust security clearance.
Associate degree or equivalent experience.
A minimum of 3 years experience in end-user IT support, demonstrating capability in hardware, peripheral, software, video conferencing, and operating systems setup and support.
Over 1 year of experience with incident and request management systems like ServiceNow or Remedy.
Physical ability to lift up to 50 lbs.
Foundational understanding of networking technologies and principles.
Knowledge of computer imaging processes.
Experience in VTC/conference room troubleshooting and support.

Responsibilities

Tier 1 Support . This involves a range of services including SharePoint intranet portal and collaboration tools support, addressing general IT-related queries, initiating incident and problem resolution processes, providing directory services and application-specific password assistance, supporting desktop and mobile phones, tracking and monitoring calls, offering basic operational training, managing mobile application issues, overseeing the loan and training of desktop and laptop computers, coordinating new user security training, VPN support, and managing self-service and ticket ownership responsibilities.
Tier 2 Support : Responsibilities extend to SharePoint support, on-site desktop support, operational email support, managing copier/print services, and overseeing mobile device management. This includes software installations, break-fix services for desktops, laptops, and peripherals, provisioning and setup of new computers, IT equipment decommissioning, and data destruction.
Electronic Messaging and Desktop Support: Enabling and managing user email accounts, calendar functions, chat services, distribution lists, Microsoft OneDrive, email restoration, message tracking, and mobile device management. Also includes support for software and hardware installations, troubleshooting, network device management, and operating system upgrades.
Local Office Support : Providing direct support for applications, hardware, operating systems, printers, and other desktop-connected systems for office staff.
Imaging and Reimaging: Support for creating and managing system images for machines.
Printer and Copier Support: Maintenance and support for printers and copiers within the organization.
Network Support: Ability to assist with local and wireless network issues.
End User Support: Addressing requirements related to DHCP, DNS, and print/file services.
Active Directory Management: Managing user groups, access control lists, account creation, and monitoring.
Incident and Request Management: Handling technical issues, requests, and changes for end-user computing devices including PCs and mobile devices.