Desktop Support Specialist

Desktop Support Specialist

Category: Information Technology

Locations: Brockton, MA

Type: Full-time

Position ID: 203985

The Desktop Support Specialist provides frontline technical support for City employees by installing, maintaining, and troubleshooting computer hardware, software, mobile devices, printers, and related technology. The position serves as the primary point of contact for day-to-day IT support while assisting with endpoint security, user account administration, and technology deployments.

Working under the direction of department leadership, the technician resolves service requests, documents solutions, and collaborates with network and systems administrators on more complex issues. This position also participates in departmental projects and receives opportunities for cross-training in network, server, cloud, and cybersecurity technologies.

Essential Functions:

• Respond to service requests submitted through the IT ticketing system, by telephone, email, or in person.
• Install, configure, maintain, and troubleshoot desktop and laptop computers.
• Install, configure, and support Windows operating systems and approved software applications.
• Deploy and support printers, scanners, peripherals, and mobile devices.
• Configure user workstations, including monitors, docking stations, and related equipment.
• Create, modify, and disable user accounts and permissions in accordance with established procedures.
• Assist with onboarding and offboarding employees by preparing equipment and technology resources.
• Support Microsoft 365, Google Workspace, and other enterprise productivity platforms.
• Assist users with password resets, multifactor authentication, and account security issues.
• Install software updates and security patches on endpoint devices.
• Perform computer imaging and equipment deployment.
• Maintain accurate inventory records for computers, mobile devices, and technology assets.
• Document troubleshooting procedures, technical solutions, and departmental knowledge articles.
• Escalate infrastructure, network, cybersecurity, and application issues when appropriate.
• Assist Network and Systems Administrators with technology projects and deployments.
• Participate in after-hours maintenance or emergency response as required.
• Maintain professional and courteous customer service while supporting City departments.
• Perform other related duties as assigned.

Requirements:

Qualifications Required at Hire:

• Associate degree in Information Technology, Computer Science, or a related field; or equivalent combination of education and experience.
• One (1) year of experience providing technical support in a professional environment.
• Experience supporting Windows desktop operating systems.
• Valid Massachusetts Driver's License or ability to obtain one.

Knowledge, Skills, and Abilities:

• Knowledge of Windows desktop operating systems.
• Working knowledge of Microsoft 365 and Google Workspace.
• Understanding of computer hardware and peripheral devices.
• Familiarity with Active Directory or comparable identity management systems.
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, and wireless networking.
• Ability to diagnose and resolve technical problems methodically.
• Ability to communicate technical information clearly to non-technical users.
• Strong customer service and interpersonal skills.
• Ability to prioritize multiple assignments and work independently.
• Ability to create and maintain technical documentation.

Preferred Qualifications:

• Bachelor's degree in a related field.
• Experience supporting Microsoft 365 and Google Workspace.
• Experience with Active Directory or Microsoft Entra ID.
• Experience using endpoint management or mobile device management solutions.
• Experience with IT service management or ticketing systems.
• Industry certifications such as CompTIA A+, Network+, Google Workspace Administrator, Microsoft Modern Desktop Administrator, or similar.

Physical Demands:

• Lift and move computers, monitors, printers, and related equipment weighing up to 50 pounds.
• Work under desks, in equipment rooms, and at remote City facilities.
• Operate a motor vehicle to travel between City locations.

Work Environment:

• Work is performed primarily in an office environment with frequent travel between City buildings.
• The position requires direct interaction with employees throughout the City and occasional evening or weekend work during maintenance activities, emergency operations, or technology deployments.

Additional Information:

Comprehensive Benefits

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The City of Brockton provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, gender identity or expression, age, sexual orientation, national origin, ancestry, disability, military status, genetic information, pregnancy or a pregnancy-related condition, or membership in any other protected class or any other basis covered by appropriate law.

The City of Brockton complies with all applicable federal, state and local laws governing nondiscrimination in employment in all locations in which the City operates.

This policy applies to all terms and conditions of employment.

We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

If you have Diversity, Affirmative Action or Equal Employment Opportunity questions or need a Reasonable Accommodation, please contact Diversity Officer / ADA Coordinator, Eisha George, Manager of Diversity, Equity and Inclusion, at View phone number on click.appcast.io.

As a condition of employment, the City of Brockton will conduct a comprehensive background check review which includes a Criminal Offender Record Information (CORI) and Sex Offender Registry Information (SORI), once an offer has been accepted.

Section 2-110 of the Revised Ordinances of the City of Brockton mandates that employees establish residency within the City within one year of hire.

Application Instructions:

To be considered for this position, please click the APPLY NOW button and follow the STEPS. Please upload Resume and Cover Letter to be considered.