Job Description
COMPTIA A+ NEEDED
ITIL EXPERIENCE OR ITIL CERT NEEDED
SERVICENOW EXP
WINDOWS 11 & MAC OS
Active Directory, SCCM
Experience supporting AV and Teams conference room technologies
Virtual Interview
Job Description:
Under general direction, performs a variety of field level technology support involving the escalation and/or resolution of software and hardware related problems involving desktop computers, phones (android & iPhone), peripherals, and networked systems for Agency offices. Provides on-site and phone consulting, coordination, and troubleshooting for end users; coordinates assigned activities with appropriate department, division, and outside agencies; provides lead direction and oversight on special projects and handles more difficult and complex troubleshooting cases; provides additional support to department/division as directed.
Works closely with AV conference room support and desktop services technicians
Essential Functions:
- Provides Desktop Services support while following established policies and procedures
- Delivers strong customer-focused support with excellent communication skills
- Works with operational staff in maintenance shop environments
- Coordinates as a Desktop Services liaison
- Manages laptop deployment and retrieval to support IT Asset Management
- Supports personnel with hardware setup including peripherals at OMFC
- Participates in new employee onboarding (bi-weekly Monday sessions) for IT setup
- Manages relationships with stakeholders to control workload and prevent scope creep
- Supports non-technical users effectively with strong soft skills
- Creates and maintains documentation including knowledge articles, system documentation, and workflows
- Resolves tickets from the ServiceNow queue efficiently
- Performs desktop field services activities including ticket management, small projects, and coordination
- Troubleshoots hardware/software issues across desktops, phones, peripherals, and network systems
- Supports workstation setup, relocation, and printer moves
- Reviews and fulfills hardware/software requirements for remote staff
- Collaborates with Service Desk for timely setup and support
- Participates in committees and stays updated on technology trends
- Ensures compliance with policies, procedures, and regulations
- Provides telecom support including mobile devices and conference room technologies (Teams)
- Evaluates technology requests and recommends appropriate solutions
- Analyzes ticket trends and suggests improvements
- Supports implementation of applications and hardware solutions
- Performs scheduled equipment moves and deployments
- Adheres to safety rules, sustainability practices, and other assigned duties
Minimum Qualifications:
- High School Diploma/GED with technical coursework OR equivalent experience
- Minimum 3 years of IT support experience in an enterprise environment
- Experience in troubleshooting, maintenance, imaging, and installation of desktop/laptop systems
- Experience with ticket management tools and ITIL best practices
Required Knowledge:
- Customer service principles and service desk operations
- Advanced troubleshooting techniques for PC/Mac hardware, software, printers, and peripherals
- Network protocols, LAN/WAN, VPN configurations, TCP/IP, and ethernet technologies
- IT Asset Management (ITAM) fundamentals
- Windows 11 and Mac OS environments
- Network architecture, storage, and connectivity technologies
- Service desk systems (e.g., ServiceNow, Remedy)
- Office tools (Word, Excel, databases) and business communication standards
- Applicable laws, policies, and procedures
Required Skills:
- Strong relationship management with internal teams, vendors, and stakeholders
- Ability to interpret and apply policies and procedures
- Advanced troubleshooting of complex IT issues
- Experience with Active Directory, SCCM, and managed print services
- Familiarity with ITIL, COBIT, or MOF frameworks
- Installing, configuring, upgrading, and maintaining hardware/software
- Ability to train and support end users effectively
- Strong verbal and written communication skills
- Ability to manage projects in fast-paced environments
- Experience supporting AV and Teams conference room technologies
- Analytical skills for evaluating service improvements and solutions
- Ability to work collaboratively across departments