Senior Desktop Support Technician

Help Desk TechnicianProvides first-line tech support for District employees, ensuring quick IT issue resolution and strong customer service. Maintains reliable access to technology, troubleshoots hardware and software, and escalates complex problems as needed.Position SummaryThe Help Desk Technician provides first-line technical support to District government employees, ensuring timely resolution of IT issues and exceptional customer service. This role supports District's mission by maintaining reliable access to technology services, troubleshooting hardware and software problems, and escalating complex issues to the appropriate teams.Technical Support & TroubleshootingProvide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, and peripherals.Troubleshoot issues related to Windows OS, Microsoft 365, VPN, network connectivity, and standard enterprise applications.Assist with password resets, account unlocks, and identity management through Active Directory and other authentication tools.Diagnose and resolve hardware failures, software errors, and configuration issues.Customer Service & CommunicationServe as the first point of contact for IT support requests via phone, email, ticketing system, or walk-ins.Deliver clear, courteous, and professional communication to end users.Document all support interactions, resolutions, and follow-up actions in the ticketing system.Provide guidance and training to users on basic technology functions and best practices.System & Device ManagementInstall, configure, and update software and operating systems on end-user devices.Support device imaging, deployment, and lifecycle management.Maintain inventory of IT equipment, ensuring accurate tracking and documentation.Escalation & CollaborationEscalate complex or unresolved issues to specialized teams (network, security, server, or application support).Collaborate with other IT staff to identify recurring issues and recommend improvements.Participate in incident response efforts when needed, including outages or critical system disruptions.Security & ComplianceEnsure all devices and systems comply with District security policies.Support patching, antivirus updates, and security configurations on end-user devices.Report potential security incidents or vulnerabilities to the appropriate teams.Required QualificationsHigh school diploma or equivalent; associate degree or technical certification preferred.Strong knowledge of Windows 11, Microsoft 365, and common enterprise applications.Familiarity with Active Directory, Service Now ticketing systems, and remote support tools.Ability to troubleshoot hardware, software, and network issues.Excellent communication, customer service, and problem-solving skills.Preferred QualificationsCompTIA A+, Network+, or Security+ certification.Experience supporting government or large enterprise environments.Knowledge of ITIL practices and service management principles.Key CompetenciesStrong customer-service orientation.Ability to work independently and as part of a team.Patience, professionalism, and attention to detail.Ability to manage multiple tasks in a fast-paced environment.Compensation: $32.00 - $35.00 per hour