IT Service Desk Technician (GA807831)

IT Service Desk Technician (GA807831)

 

Essential Duties and Responsibilities:

Customer Support

• Serve as the first point of contact for IT incidents, service requests, and technical inquiries. 

• Provide remote, phone, email, chat, and desk-side technical support to end users. 

• Troubleshoot and resolve hardware, software, network connectivity, printing, mobile device, and application issues. 

• Escalate complex issues to appropriate IT teams while maintaining ownership and communication with customers. 

• Deliver outstanding customer service while meeting established Service Level Agreements (SLAs). 

Incident, Request & Problem Management

• Log, categorize, prioritize, and resolve incidents and service requests using ServiceNow. 

• Follow ITIL best practices for Incident, Request, Problem, and Knowledge Management. 

• Document troubleshooting steps, resolutions, and knowledge articles to improve service quality. 

• Monitor ticket queues and ensure timely follow-up and closure. 

Endpoint & Device Support

• Configure, deploy, image, and maintain Windows 11 laptops and desktops using Microsoft Intune and Autopilot. 

• Install, configure, and troubleshoot desktop software, Microsoft 365 applications, browsers, VPN, and business applications. 

• Support printers, scanners, webcams, docking stations, and other peripheral devices. 

• Perform workstation moves, adds, changes, and equipment replacements. 

Identity & Access Management

• Create, modify, and disable user accounts within Microsoft Entra ID (Azure AD) and Active Directory. 

• Manage password resets, Multi-Factor Authentication (MFA), and account lockouts. 

• Assist with onboarding, offboarding, and access provisioning activities. 

Microsoft 365 Support

• Support Microsoft Outlook, Teams, OneDrive, SharePoint Online, and other Microsoft 365 services. 

• Assist users with collaboration tools and cloud-based productivity applications. 

• Troubleshoot synchronization, licensing, and authentication issues. 

Hardware Asset Management

• Receive, inventory, assign, track, and recover IT assets. 

• Maintain accurate hardware inventory records within ServiceNow Asset Management. 

• Perform asset lifecycle activities including deployment, relocation, repair, replacement, and retirement. 

• Assist with inventory audits and asset reconciliation. 

Collaboration

• Work closely with Infrastructure, Cybersecurity, Applications, Telecommunications, and vendors to resolve issues. 

• Participate in technology rollouts, hardware refreshes, software deployments, and special IT projects. 

Minimum Qualifications

• High School Diploma or GED. 

• Two (2) years of experience providing technical support in a Help Desk or Service Desk environment. 

OR

• Associate degree in Information Technology, Computer Science, or related field and one (1) year of technical support experience. 

Preferred

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field. 

• Experience supporting state or local government environments. 

Preferred Technical Experience

Experience supporting:

• Microsoft Windows 11 

• Microsoft 365 

• Microsoft Teams 

• Microsoft Outlook 

• Microsoft Entra ID (Azure AD) 

• Active Directory 

• Microsoft Intune 

• Windows Autopilot 

• ServiceNow 

• Cisco Webex 

• VPN technologies 

• Multifactor Authentication (MFA) 

• Network printers 

• Hybrid cloud environments 

• Hardware Asset Management (HAM) 

• Basic Software Asset Management (SAM) 

Knowledge, Skills, and Abilities

• Strong customer service and communication skills. 

• Excellent troubleshooting and analytical skills. 

• Ability to diagnose hardware, software, and network issues. 

• Ability to prioritize multiple tasks in a fast-paced environment. 

• Strong documentation and organizational skills. 

• Ability to explain technical concepts to non-technical users. 

• Ability to work independently and collaboratively within a team. 

• Knowledge of ITIL service management principles.