Desktop Support Technician

About This Role

This role involves providing comprehensive desktop support, from device deployment and surplus management to incident resolution and multi-agency assistance. The position suits a technician capable of handling a variety of desk-facing device issues and maintaining accurate asset information.

Responsibilities

• Prepare desk-facing devices, including laptops, desktops, phones, and printers, using OIT standard methods, installing software, drivers, and updates before deployment

• Break down and remove hard drives from out-of-warranty or disabled devices, cataloging and transporting them for destruction

• Maintain accurate information within OIT

• Provide customers with break-fix tier one and two troubleshooting support, tracked within the Service Now ticketing system and completed within the SLA time limit

• Provide customers with tier one and two serviceable action items, including software installation, device setup, device transportation/removal, and shipping; complete these tickets within the SLA time limit and update with notes at least once per week until resolved

• Assist one or more agencies, with an expectation of travel and personal transportation between agencies

• Remediate vulnerabilities

• Support office moves

• Provide peripheral support for monitors, docks, printers, headsets, etc.

• Support end-users during onboarding and offboarding

• Attend project update and status alignment meetings

Important Details

• Contract: long-term

About the Company

OIT provides IT services and support.