IT Service Desk Technician

IT Service Desk Technician

Under general supervision, provides assistance to computer system users. Answers questions or resolves computer problems for clients in person, via telephone, email, or from remote locations.

The IT Service Desk Technician provides first- and second-level technical support to agency employees by diagnosing, troubleshooting, and resolving hardware, software, network, and application issues. This position serves as the primary point of contact for IT support requests, ensuring timely resolution of incidents and service requests while delivering exceptional customer service. The technician supports endpoint devices, Microsoft 365 services, identity management, asset lifecycle processes, and enterprise business applications in a hybrid IT environment.

Essential Duties and Responsibilities

Customer Support

• Serve as the first point of contact for IT incidents, service requests, and technical inquiries.
• Provide remote, phone, email, chat, and desk-side technical support to end users.
• Troubleshoot and resolve hardware, software, network connectivity, printing, mobile device, and application issues.
• Escalate complex issues to appropriate IT teams while maintaining ownership and communication with customers.
• Deliver outstanding customer service while meeting established Service Level Agreements (SLAs).

Incident, Request & Problem Management

• Log, categorize, prioritize, and resolve incidents and service requests using ServiceNow.
• Follow ITIL best practices for Incident, Request, Problem, and Knowledge Management.
• Document troubleshooting steps, resolutions, and knowledge articles to improve service quality.
• Monitor ticket queues and ensure timely follow-up and closure.

Endpoint & Device Support

• Configure, deploy, image, and maintain Windows 11 laptops and desktops using Microsoft Intune and Autopilot.
• Install, configure, and troubleshoot desktop software, Microsoft 365 applications, browsers, VPN, and business applications.
• Support printers, scanners, webcams, docking stations, and other peripheral devices.
• Perform workstation moves, adds, changes, and equipment replacements.

Identity & Access Management

• Create, modify, and disable user accounts within Microsoft Entra ID (Azure AD) and Active Directory.
• Manage password resets, Multi-Factor Authentication (MFA), and account lockouts.
• Assist with onboarding, offboarding, and access provisioning activities.

Microsoft 365 Support

• Support Microsoft Outlook, Teams, OneDrive, SharePoint Online, and other Microsoft 365 services.
• Assist users with collaboration tools and cloud-based productivity applications.
• Troubleshoot synchronization, licensing, and authentication issues.

Hardware Asset Management

• Receive, inventory, assign, track, and recover IT assets.
• Maintain accurate hardware inventory records within ServiceNow Asset Management.
• Perform asset lifecycle activities including deployment, relocation, repair, replacement, and retirement.
• Assist with inventory audits and asset reconciliation.

Collaboration

• Work closely with Infrastructure, Cybersecurity, Applications, Telecommunications, and vendors to resolve issues.
• Participate in technology rollouts, hardware refreshes, software deployments, and special IT projects.

Minimum Qualifications

• High School Diploma or GED.
• Two (2) years of experience providing technical support in a Help Desk or Service Desk environment.

OR

• Associate degree in Information Technology, Computer Science, or related field and one (1) year of technical support experience.

Preferred

• Bachelor's degree in information technology, Computer Science, Information Systems, or related field.
• Experience supporting state or local government environments.

Preferred Technical Experience

• Experience supporting:
• Microsoft Windows 11
• Microsoft 365
• Microsoft Teams
• Microsoft Outlook
• Microsoft Entra ID (Azure AD)
• Active Directory
• Microsoft Intune
• Windows Autopilot
• ServiceNow
• Cisco Webex
• VPN technologies
• Multifactor Authentication (MFA)
• Network printers
• Hybrid cloud environments
• Hardware Asset Management (HAM)
• Basic Software Asset Management (SAM)

Knowledge, Skills, and Abilities

• Strong customer service and communication skills.
• Excellent troubleshooting and analytical skills.
• Ability to diagnose hardware, software, and network issues.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Strong documentation and organizational skills.
• Ability to explain technical concepts to non-technical users.
• Ability to work independently and collaboratively within a team.
• Knowledge of ITIL service management principles.