Desktop Support IV

Technical Support Specialist

Customer service focused technical support, problem diagnosis, troubleshooting, resolution, security, and maintenance of end-user devices and other related technologies and systems in an enterprise networked environment.

• Answer, evaluate, and prioritize incoming ticketing system, telephone, voice mail, e-mail, and in-person requests for assistance from internal end-users experiencing problems with hardware, software, networking, and other computer-related activities across the agency. Provide advanced troubleshooting and diagnosis of complex systems to resolve problems with desktop computers and determine when to escalate issues to System Engineers for resolution. Provide Help Desk staff with guidance on effective use of remote support tools for efficient end user support strategies and use remote tools to connect, diagnose, and resolve technical support issues as necessary. Support Wi-Fi connections/issues on both Agency provided equipment and guest/extranet Wi-Fi services. Setup and support PC hardware, peripherals, software and related devices. Diagnose, research, and identify solutions as required to resolve reported system issues, escalating or teaming with System Engineers as necessary. Install and support Microsoft client operating systems in an Enterprise environment. Install and support office productivity software, client and cloud-based. Support, install, administer, configure, and maintain commercial software applications as needed via an automation platform, including self-service access for user software installations. Follow agency protocols regarding use of directory services for managing access and deployment of device policy and account rights. Diagnose and resolve potential end user security breaches such as malware infections or escalate, as appropriate, to agency security leads. Assist in monitoring systems that track security across hardware and software on end-user devices.

Enterprise Device Configuration Management, Automation, Administration, and Leadership

• Administer asset management platform for the automated inventory and tracking of device assignment and licensing of software for managed computers. Act as Technical Service team’s liaison to other teams when dealing with intake, transfer, and routing of user-reported incidents. Provide experience-based strategy and continuation planning for projects, including foresight and pre-planning where necessary. Administer the device operating system deployments and computer management automation platform (currently System Center) for the agency. Lead team efforts to create, update, and troubleshoot software deployment platform. Train new Help Desk employees as needed and provide documentation Perform comprehensive configuration management of computer settings to ensure proper security and feature availability. Support the installation, configuration and maintenance of commercial software applications as needed via automation platform, including self-service access for user software installations. Participate in ongoing improvements regarding use of directory services for managing access and deployment of device policy and account rights. Manage endpoint protection including automated remediation and updates.

Technology Help Desk Coordination and Documentation.

• Provide direction and guidance for the processing and resolution of help desk tickets. Determine best mechanisms for assignment of help request tickets among team. Determine points of escalation for technology help from System Engineers by reviewing issues prior to escalation, whenever possible. Document knowledge in the form of knowledge base tech notes and articles Help create and modify technical help documents and FAQs for managed devices in coordination with requirements per System Engineers. Provide input on increasing and improving efficient end user support strategies.
• Work within the team to establish and maintain documentation on all platforms, protocols, standards, and system maintenance activities related to device management and troubleshooting

Knowledge, Skills, and Abilities

• Knowledge and skills with customer service best practices. Knowledge and skills in end-user device troubleshooting techniques in a networked enterprise environment. Knowledge of standards based technical support incident processes. Skills in written and verbal communication, including information related to communicating complex technical issues. Ability to research issues independently and consult with staff, technical peers, and management throughout the agency as needed on varying technical issues and IT projects. Knowledge and skills using and organizing an IT ticket management system. Knowledge of general desktop, server, and network infrastructure troubleshooting techniques. Knowledge and skills in advanced client computer troubleshooting techniques in a networked enterprise environment. Knowledge of ITIL incident and change management process. Knowledge and skills with administering and customizing IT ticket management systems. Knowledge of ITIL and related recommendations for best IT practices.
• Knowledge and skills using enterprise device and software configuration management platforms. Knowledge of enterprise level directory structures to support users, devices, software, and technical policies. Knowledge and skills in server and networking infrastructure support which may include physical and virtual servers, Storage Area Networks, routers, switches, and firewalls Knowledge of enterprise level directory structures to support users, devices, software, and technical policies.
• Knowledge and skills with supporting Windows operating systems in an enterprise environment. Knowledge and skills with Powershell scripting and automation for client management Knowledge of enterprise level security procedures and tools including Virus Protection and Windows Client Update Management
• Product familiarity with Microsoft 365 enterprise systems. Product familiarity with Microsoft Endpoint Configuration Manager. Experience with enterprise level security procedures and tools including virus and malware protection and Windows security platforms. Skills in time management and managing multiple tickets efficiently and with an appropriate sense of urgency. Basic knowledge of network support for applications and protocols including TCP/IP, LDAP/LDAPS, DNS/DHCP, etc. Ability to consult with staff, management and technical peers throughout the agency on varying technical issues and IT projects. Skills in written and verbal communication, including information related to communicating complex technical issues.