Desktop Support Technician

Desktop Support Technician

This temporary staff position will be required to assist T2 & T3 consumer platform staff and assist with multiple ongoing projects as well as to assist with customer support for the consolidated agencies.

Position Description: This position functions as a level two support position for Desktop Services. This position will provide support for a managed computing and hardware environment as well as being able to complete special assignments and projects with minimal supervision. The managed service includes: equipment life cycle support, procurement, delivery and installation, configuration, break/fix and technical support, MAC requests, anti-virus protection, malware/spyware protection, security configuration, personal firewall, troubleshooting network connectivity issues, application support, and user ID administration.

Specific Duties:

• Provides technical support remotely and/or onsite at client locations.

• PC Refreshes and Break/Fix

• Consults with clients and arranges site visits as needed.

• Consults with specialists to resolve incidents of a higher complexity.

• Makes configuration changes to equipment as needed.

• Assures required service levels are maintained by understanding prioritization model and responding accordingly.

• Ability to identify non-desktop related issues.

• Engage other DIT resources as necessary to resolve complex issues.

• Works with vendors and Specialist on vendor related issues.

• Ability to manage timelines, resources and personnel (internal staff and contractors), and leads implementation efforts to completion.

• Document and maintain Technical processes and procedures required for the Tools, Applications and Technical support provided to our lower level tiers and customers.

• Communicates effectively with person of all technical abilities and positions.

• Interacts with broad range of representatives to solve problems.

• Handles difficult client situations with diplomacy and professional attitude.

• Conducts follow-up to ensure client satisfaction.

• Serves a technical resource for highly complex problems.

• Analyzes and assesses client needs to help deliver appropriate reports, troubleshoot problems and responds to customer needs.

Skills Required:

• SCCM
• WIN10
• O365
• Office 2016
• Intel/AMD-based computing equipment
• MAC & Tablets
• Lumension
• Good Communication and Documentation Skills
• Active Directory
• AGPM
• Intel Security(McAfee)