Desktop Technician

Desktop Technician

We are seeking a full-time Desktop Technician to provide level 1 / 2 and desk-side support for devices including desktops, laptops, printers, scanners, and mobile devices. This position requires a versatile technical resource who is both client-focused and solution-focused, as well as looking for exposure to a variety of tools and learning opportunities. You must be able to interact with senior executives frequently and with ease. You will transition from quick break / fix tasks to long term projects frequently, displaying advanced problem-solving skills and creating novel solutions. The successful candidate will be responsible for supporting a broad range of IT initiatives, including laptop / desktop hardware, workstation imaging, video-conference hardware / software, MS Office / Office365, BigFix, and other COTS products. The candidate must work well with other technology team members as well as independently, maintaining communication with team members and agency leadership.

Responsibilities :

• Regularly employ ingenuity and creativity to develop new technical solutions and systems in order to achieve functional objectives.
• Display strong troubleshooting methodology and problem-solving skills.
• Provide desk-side and phone-based support to technical and non-technical staff.
• Provide white-glove technical support to the executive staff supporting the various applications including : Microsoft Office Suite, Windows, Mac, Teams, ServiceNow, Video Conferencing (Zoom / WebEx), and Custom Developed Applications.
• Knowledge of popular operating systems, software applications, and remote connection systems.
• Develop solutions to complex technical issues and problems that impact multiple areas or disciplines.
• Providing technical assistance for questions and problems and break / fix issues.
• Diagnose system errors and other issues.
• Consult with other technical peers to assist with advanced issues.
• Create and monitor tickets in ServiceNow and other work tracking tools (Azure DevOps, etc.).
• Write, edit, and revise technical documentation.
• Follow up with customers to ensure full resolution of issues and assure good customer-support.
• Surplus / receiving and minor transport of equipment when needed.
• Train and mentor other staff members on troubleshooting and diagnosing problems.

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