Senior Desktop Support Technician

Allegheny County Department of Human Services•Pittsburgh, PA

24d

About The Position

In Allegheny County, we appreciate people who think big, act boldly, and care about making a difference. You don’t have to be from here to feel at home, or to make your mark. With only 1.3 million people in the County, it’s small enough for motivated people to get things done. Allegheny County’s Department of Human Services (DHS) is a perfect place to get things done that directly affect people in need in a positive and lasting way. We help children grow up safer and healthier, older adults remain able to live independently, and neighborhoods to thrive. Our mission is to improve the health and well-being of people in Allegheny County. DHS is the largest agency in Allegheny County government, with a budget of nearly $1 billion. DHS serves over 200,000 people a year through services that include: Protecting children and youth from abuse and neglect and preventing future occurrences of maltreatment; improving child wellness through family support, home visiting, early intervention, and in-home services; providing treatment for behavioral health issues such as substance use disorders and mental illness; managing the care of adults with intellectual disabilities; preventing unnecessary nursing home stays; and services that prevent homelessness and provide shelter and housing for families and individuals. Why DHS? · It is innovative. Most recently, the national attention and awards we’ve gotten are for how DHS integrates data and uses them to improve the safety and well-being of children through tools that support front-line staff in making decisions (using predictive analytics). · DHS is diverse, but we strive to be even more inclusive. Our director has made it his top priority that DHS is “the kind of place where a diverse group of talented people wants to come, grow, and do their best work.” This includes equity in hiring and advancement and unleashing the creativity and ideas of staff at every level of DHS. · It has strong, assertive leaders. We do not hire yes-people. You can make a significant impact here. We stand out as one of the best human services organizations in the country. But we need problem-solvers, innovators, and terrific leaders to make sure we are smart in how we use our funding so that we reach the people who most need our help to make their lives better. Working in a technical role, the Senior Desktop Support Technician’s primary responsibility is assisting in the implementation and maintenance (both proactive and reactive) of DHS desktop computing environment and peripherals. The Senior Desktop Technician will maintain an enterprise-level desktop computing infrastructure, as well as the diverse and complex business applications. The technician ensures that solutions meet business objectives while maintaining a high level of user trust and confidence. Summary: The Senior Desktop Support Technician performs advanced work in the maintenance, installation, support, and repair of computers, software, peripherals, and mobile technology within the Office of Administration for the Department of Human Services. You work with limited supervision under the general direction of the Desktop Support Team Lead. You support DHS staff across multiple sites and provide local travel as needed. You serve as the Tier 2 and Tier 3 escalation point for endpoint issues and you help improve service quality through standardization, documentation, and mentoring. Role purpose You provide advanced end user support for the DHS endpoint environment, including workstations, peripherals, and mobile devices. You lead complex troubleshooting, reduce repeat incidents through root cause fixes, and drive consistent endpoint standards across the fleet. Scope You support enterprise workstation operations across DHS locations, including proactive and reactive maintenance, incident and problem management, endpoint lifecycle work, software and operating system deployment, remote support, and on-site support. You coordinate vendor support, maintain accurate asset and warranty data, and support after-hours coverage as scheduled.

Requirements

Associate degree in Information Technology or a related field, or equivalent education and experience.
Five years of progressive desktop support experience, including advanced troubleshooting and escalation support.
Strong experience supporting Windows 11 endpoints, Microsoft 365 desktop applications, remote support tools, and mobile device troubleshooting.
Hands-on experience with Microsoft Intune or a similar endpoint management platform, including enrollment, packaging, deployment, and policy support.
Working knowledge of Azure AD or Microsoft Entra ID concepts, device registration, and access troubleshooting.
Working knowledge of network fundamentals and common troubleshooting steps for connectivity issues.
Strong customer service skills, including building user trust, setting expectations, and communicating clearly during incidents.
Experience documenting incidents, tracking progress, and escalating issues using standard processes.
Reliable vehicle and ability to travel to DHS offices across Allegheny County.

Nice To Haves

Experience supporting shared workspaces, call centers, conference room technology, and remote staff workflows.
Basic scripting experience, such as PowerShell, to automate repeat tasks and speed diagnostics.
Certifications such as CompTIA A+, Network+, Microsoft endpoint certifications, or ITIL Foundation.
Familiarity with Microsoft Intune and Azure AD administration concepts beyond basic use.

Responsibilities

Serve as the senior escalation point for complex endpoint issues and restore service quickly.
Troubleshoot and resolve workstations, mobile device, peripheral, and Microsoft 365 desktop issues using remote and on-site support.
Document and manage incidents, escalate when needed, and lead root cause analysis to reduce repeat issues.
Coordinate vendor support cases and act as the technical liaison with clear user communication.
Lead endpoint lifecycle work, including build standards, imaging, deployment, re-provisioning, and secure decommissioning.
Install and maintain operating systems and standard applications, including update readiness and recovery actions.
Administer endpoint management using Microsoft Intune, including enrollment, policies, configurations, and application deployment.
Follow endpoint security and privacy practices and coordinate with the security team for suspected compromise.
Maintain support documentation, playbooks, and knowledge articles. Mentor technicians and improve ticket quality.
Support asset and warranty controls, improve inventory accuracy, and recommend endpoint hardware and peripherals.
After-hours support as scheduled. Includes on-call rotation and incident response when required.
Perform other duties assigned by the Desktop Support Team Lead and management.