Desktop Support Technician

Location & Compensation 24 Schilling Road, Suite 1, Hunt Valley, MD, 21031, United States Base Pay $35,000.00 - $49,000.00 / Year Job Category IT Support Employee Type Full-Time Non-Exempt Required Degree High school Contact Information Phone View phone number on click.appcast.io Job Summary This role will be to provide overall hardware/software support to employees and incoming new hires. The position will assist in providing weekly reports, inventory management, and other administrative tasks as needed. The successful candidate must be capable of providing optimum customer service to a wide variety of users through professional commitment and dedication. This candidate must also be able to adapt to change and learn quickly in a highly dynamic environment. Responsibilities Image and install software on Windows and Apple laptops/desktops including iMac (installations, moves, additions, and changes) and Remote support Troubleshoot post deployment issues on multiple computer platforms: Windows, Macintosh and mobile devices Printer break‑fix and installation Disposal, redeployment and Asset reclaim Shipping coordination Data Backup and Data Recovery coordination Hardware Refresh Warranty and Out‑of‑warranty repair and replacement Depot Services Walk Up Support Spare parts management Executive (VIP) Support Provide high‑touch, white‑glove IT support to executives and senior leadership. Ensure rapid response and resolution of technical issues impacting VIP users. Maintain and set up conference rooms, video conferencing equipment, and executive office IT infrastructure. Conduct proactive health checks on executive devices to prevent potential disruptions. Coordinate with cross‑functional teams to ensure seamless IT support during executive meetings and travel. Audio and Video Support including Health Checks Inventory and Asset Management – Depot Operations Coordinate with external vendors for dispatch support Identify and resolve hardware and software application conflicts Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests or incidents Responsible for asset tagging and entering all incoming equipment into our asset management system Collaborate with cross‑functional teams to properly onboard incoming new hires Ensure that hardware is properly assigned and updated into our management system Provide weekly reports on physical inventory counts as well as record weekly outflows of hardware equipment Work with external Suppliers to schedule repairs for damaged/malfunctioning hardware Ensure that resolutions are consistent with company standards and policies Requirements / Qualifications 4-6 years IT experience, including technical training Knowledge of Windows and Macintosh platforms, (including portables) and Microsoft Office suite of applications Experience with imaging Windows 10 OS. Familiar with basic network concepts (e.g., TCP/IP, Windows Networking, Ethernet) Experience in using PC‑based word processing, presentation, and e‑mail software preferred Experience with using PC‑based spreadsheet software sufficient to develop formulas, complete calculations across multiple worksheets, and use functions preferred Experience providing direct IT support to executives or senior leadership is highly desirable. Familiarity with IT service management tools such as ServiceNow or Remedy is a plus. Ability and willingness to work extended hours or a modified schedule to support planned activities or emergency situations Outstanding customer service and interpersonal skills Excellent organizational skills and ability to prioritize tasks among many competing requests Experience working in or supporting a call center or help desk environment MCP and/or A+ Certifications - a huge plus Aptitude for learning Excellent oral and written communication skills Ability to work in teams and in a team environment Able to lift to 50 pounds Valid driver’s license We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable law. Applicants requiring reasonable accommodation during the hiring process should contact Human Resources in advance. Disclaimer This job description outlines the general nature and scope of the role and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify responsibilities as business needs evolve. #J-18808-Ljbffr City of Lincoln