Service Desk Technician

Position Description:

RESPONSIBILITIES

• Incident Management: Serve as the initial point of contact for technical assistance via phone, email, and walkup; accurately log, track, and route tickets within the IT Service Management (ITSM) system.
• Hardware Support: Configure, deploy, troubleshoot, and repair desktops, laptops, printers, scanners, and peripherals.
• Software Support: Install, troubleshoot, and update standard business applications (Microsoft 365, Adobe Creative Cloud, etc.) and other agency-specific software.
• Account Administration: Perform basic administrative tasks in Active Directory and Azure AD, including password resets, account unlocks, and group membership management.
• Onboarding/Offboarding: Setup and configure IT equipment for new hires; process equipment returns and data wiping for departing employees.
• Asset Management: Maintain an accurate inventory of hardware and software assets; manage the lifecycle of IT equipment.
• Remote Support: assist off-site users with VPN connectivity, Multi-Factor Authentication (MFA), and remote desktop connections.
• Knowledge Base: Create and update technical documentation, knowledge base articles, and user guides to support self-service and team cross-training.
• Collaboration: Escalate complex issues to Tier 3 infrastructure or security teams while maintaining ownership of the user experience.
• Audio/Visual: Assist with the setup and support of conference room technology for meetings and presentations.
• Security Adherence: Ensure all end-user devices comply with security policies, including patch management and anti-virus updates.
• Adhere to Incident, Problem, Configuration, and Change Management processes and agreed-upon service levels (SLAs).
• Maven

KNOWLEDGE & EXPERIENCE

• Proven experience in a Desktop Support, Help Desk, or Service Desk role (1-3 years preferred).
• Operating Systems: Strong working knowledge of Microsoft Windows 11 Enterprise environments.
• Ticketing Systems: Experience using ITSM tools to document and track support requests (e.g., Atlassian Jira Service Management, ServiceNow, or similar).
• Identity Management: Experience with Active Directory Users and Computers (ADUC) and Azure Active Directory for user and group management.
• Remote Tools: Proficiency with remote support tools (e.g., RDP, TeamViewer, Bomgar, SCCM Remote Control).
• Networking Basics: Understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN) to troubleshoot connectivity issues.
• Security Tools: Experience supporting Multi-Factor Authentication (MFA) and security tokens (e.g., Cisco Duo, SafeNet, MobilePass).
• Imaging & Software Deployment: Familiarity with automated computer imaging and deployment technologies (e.g., SCCM, MECM, Intune, or MDT).
• Peripherals: Hands-on experience troubleshooting network printers, scanners, and docking stations.
• Scripting: Basic understanding of PowerShell for task automation is a plus.
• Knowledge of applicable data security/privacy policies (PII handling).

PERSONAL ATTRIBUTES

• Strong commitment to and passion for customer service; ability to remain calm and professional under pressure.
• Excellent written and oral communication skills; ability to communicate technical ideas in user-friendly language.
• Excellent listening and interpersonal skills.
• Demonstrated problem-resolution and analytical/critical thinking skills.
• Keen attention to detail.
• Highly self-motivated and directed.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Adaptability: Willingness to learn new technologies and processes as the environment evolves.

Required:
1-3 year of proven experience in a Desktop Support, Help Desk, or Service Desk role

Preferred Skills:
Ticketing Systems: Experience using ITSM tools to document and track support requests (e.g., Atlassian Jira Service Management, ServiceNow, or similar).
Experience with Active Directory Users and Computers (ADUC)
Remote Tools: Proficiency with remote support tools (e.g., RDP, TeamViewer, Bomgar, SCCM Remote Control)

Pay: $34.88 per hour

Benefits:

• Paid time off

Work Location: In person