Desktop Support

Technical Support Specialist

The candidate for this position will provide technical support for hardware and software. This position will deliver high-quality service to end users and ensure service support and delivery are in place to meet the agency's business needs.

Tasks include but not limited to:

• Taking care of level 2 tickets (and level 1 when necessary ex: answer phone, create tickets)
• Onboarding new staff (equipment deployment)
• Offboarding staff
• Training state staff
• Providing support for issues that need to be escalated and completed in a timely manner
• Utilize PowerShell scripting to maximize productivity of platform management
• Administer corporate mobile device management solution
• Maintain platform security and compliance in alignment with agency's cyber security program to protect data
• Test Group Policies and updates for endpoint OS
• Utilize standard enterprise tools to develop or implement infrastructure hardware, software, or other technical components
• Provide preventative maintenance, troubleshooting and quickly resolve routine problems to ensure infrastructure stability
• Work alongside business operations teams, project management teams, and additional IT teams to coordinate work efforts and establish processes
• Perform system software and hardware upgrades and changes; including planning, scheduling, testing and coordination
• Monitor, measure, and test current/new infrastructure products and services
• Perform operational, project, and support tasks with little to no supervision, while meeting or exceeding SLAs and performance expectations
• Develop and ensure deployment documentation such as design and environment specifications, user and technical manuals, and process documentation
• Use of remote access technologies (VPN, terminal services)
• Collaborate with internal and external application support, systems infrastructure, security, network, telecom, and service desk departments to deliver the best desktop experience to the enterprise

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.