05 Jan
IT Support Technician (Desktop/Helpdesk)
Vacancy expired!
- Provide technical assistance and support for incoming queries and issues related to agency computer systems, software (e.g., Windows 7-10, Microsoft Office, various browsers), and hardware
- Provide user support over the phone, in person, and via remote tools
- Respond to user requests in a timely fashion, demonstrating courtesy and respect with customers to ensure complete problem resolution and satisfaction through appropriate follow-up
- Assist users with information security and privacy questions; provide direction for correct course of action
- Support telecommunication devices and services; provide assistance to users on various vendor wireless networks
- Distribute and review user equipment as required; update inventory asset management systems with assigned equipment; ensure equipment is clean, up-to-date, and operational
- Provide installation and assistance for laptops, desktops, printers, scanners, cell phones, air cards, and other assigned peripherals
- Troubleshoot end-user problems; troubleshoot desktop and network printing problems for various vendor printing devices
- Track problems in tracking system ensuring vendor support and follows through until problem is rectified
- May be asked to train users on IT hardware and software (e.g., laptops, printers, login, email, etc.)
- Create user support documentation and instructions
- Multi-task, prioritize problems, and manage time to ensure timely resolution of incidents
- This individual will work in a team environment and has responsibility for IT support tickets and demonstrates an ability to communicate with agency personnel beyond providing and receiving instructions
- 4+ years of desktop/helpdesk support
- Technical expertise should include Windows 7-10, Active Directory, SCCM, and Azure
- Advanced skill set with regards to ServiceNow ticketing system
- 3+ years of experience with Microsoft Office including:
- Excel - formulas, pivot tables, VLOOKUPS
- PowerPoint for technology related presentations
- Knowledge of iPhone and Android operating systems and related software preferred
- Highly-detailed and process-oriented with extensive troubleshooting, incident resolution, and documentation skills
- Excellent customer service and communication skills
Vacancy expired!