Desktop Support Specialist

The Desktop Support Specialist provides advanced technical support to County employees and assists with the secure, reliable operation of computers, mobile devices, printers, applications, and related technology. The position responds to requests through the help-desk system, documents work performed, maintains accurate inventory records, supports assigned projects, trains end users, and coordinates with vendors. The employee works collaboratively with Information Technology staff and County departments and may be required to work outside normal business hours or during declared emergencies. WORKING CONDITIONS Work is performed indoors and outdoors at various County facilities and may include equipment rooms, offices, public areas, and other operational locations. The position requires extended periods of sitting or computer use and may require standing, walking, bending, kneeling, reaching, working beneath desks, using hand tools, and lifting or carrying computers, monitors, printers, and related equipment. Must be able to pass a pre-employment physical that screens for acceptable eyesight and hearing (with or without correction), the ability to sit for extended periods, and manual dexterity needed to operate job related machinery. These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position. Emergency and After-Hours Service The employee may be required to work evenings, weekends, holidays, overtime, or altered schedules for maintenance, emergencies, disaster response, and continuity of government operations. The employee is required to report for duty when directed during a locally declared state of emergency, subject to County policy. Responds to help-desk requests; assesses problems; troubleshoots hardware, software, connectivity, mobile-device, printing, and application issues; and documents actions and resolutions. Installs, configures, images, deploys, relocates, maintains, and replaces computers, monitors, printers, mobile devices, and peripheral equipment. Maintains accurate records for hardware, software, licenses, equipment assignments, warranties, repairs, and technology disposal. Supports Microsoft Windows desktop operating systems, Microsoft 365 applications, Exchange Online, SharePoint Online, and other approved County applications. Administers user and computer accounts, permissions, group memberships, and related directory services within assigned authority. Applies approved software deployments, operating-system updates, security configurations, endpoint protection, and endpoint detection and response policies. Assists senior IT staff with server, network, wireless, firewall, cybersecurity, telecommunications, backup, and disaster-recovery activities as assigned. Provides individual and group technology instruction and communicates technical information clearly to employees with varying levels of experience. Coordinates warranty service, repairs, licensing, product research, and technical support with vendors. Protect confidential, exempt, security-sensitive, and public-record information in accordance with County policy and applicable law. Travels to County facilities to provide on-site support and participates in after-hours maintenance, emergency response, and continuity-of-operations activities as assigned. Performs related duties as assigned. Associate degree from an accredited college or university in computer science, information technology, cybersecurity, or a related field, and four years of progressively responsible experience providing desktop or technical support. Relevant professional experience may substitute for the required education on a year-for-year basis. Relevant industry certifications, including CompTIA A+, Network+, Security+, or current Microsoft certifications, are preferred. Documentation of applicable certifications and training may be required. Must possess and maintain a valid Florida driver’s license and be able to travel to County facilities as required. Advanced knowledge of desktop hardware, Microsoft Windows operating systems, Microsoft 365 applications, mobile devices, printers, and common business applications. Working knowledge of Active Directory and Microsoft Entra ID, user-account administration, permissions, group policy, and identity security concepts. Working knowledge of networking concepts and services, including TCP/IP, DNS, DHCP, LAN/WAN, routing, switching, wireless connectivity, and remote access. Working knowledge of cybersecurity practices, endpoint protection, web and email security, vulnerability remediation, and protection of sensitive information. Familiarity with Cisco network and voice technologies, including IOS and IOS XE, switches, routers, wireless access, and Voice over Internet Protocol systems. Ability to use enterprise workstation provisioning, imaging, remote-support, inventory, and help-desk tools. Ability to diagnose and resolve complex hardware, software, account, application, and connectivity problems. Ability to prioritize competing requests, manage time effectively, maintain accurate documentation, and advance longer-term projects while supporting daily operations. Ability to communicate effectively and professionally, orally and in writing, with employees, vendors, and members of the public. Ability to exercise sound judgment, maintain confidentiality, follow established procedures, and work independently or as part of a team. Ability to remain patient, courteous, and service-oriented when assisting users. #J-18808-Ljbffr Columbia County (FL)