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

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