Desktop Support Technician I​/II​/III

Overview

The Desktop Support Technician is responsible for the day-to-day management of the organization's PCs, thin clients, terminals, monitors, laptops, handheld devices and other network connected or related hardware. This position also ensures the proper execution of software residing on desktop systems. The Desktop Support Technician collaborates with network and server administrators to support network and server infrastructure as required to keep end-user systems functioning correctly.

Responsibilities include installing, configuring, and upgrading PCs, laptops and related equipment; diagnosing and troubleshooting hardware and software problems; performing preventive maintenance; installing software patches; ensuring connectivity of devices on LAN, WAN, and remote networks; setting up and maintaining printers and peripheral equipment; and supporting conference room systems and meeting events where needed.

There are multiple role levels within this job family (I, II, III) with increasing responsibilities and leadership expectations across the County IT organization.

• Deploy, configure, update and maintain desktops, laptops, monitors, and related peripherals.
• Assist in updating firmware and software on the end user computing environment.
• Assist in scheduled computer replacements and upgrades.
• Troubleshoot and resolve desktop, software, peripheral, and application issues.
• Maintain an internal knowledge base for troubleshooting and support efficiency.
• Escalate technical issues as needed, with Tier III providing the final escalation path.
• Collaborate with vendors and external partners for hardware and software solutions.
• Ensure accurate and detailed documentation in the ITSM system.
• Maintain an asset inventory of computers, tablets, keyboards, scanners, monitors and other end user devices.
• Uphold the County's mission to serve the community with integrity and innovation.
• Perform additional duties as required.

• Assist in the recommendation of solutions and improvements.
• Assist in the development and maintenance of technical standards, procedures, and techniques for the resolution of end point service issues to ensure maximum system availability and performance levels.
• Provide updates regarding the performance and availability of the end user computing environment and proactively work to resolve problems.
• Troubleshooting application and system errors using various tools and methods.

• Assist in the creation of procedures and support documentation for routine maintenance and support of the end user computing environment.
• Consistently demonstrate a very high level of teamwork, partnership, and collaboration.
• Collaborate with other IT members on projects and issues.
• Work with IT teams, internal customers and vendors to identify and resolve issues in the environment.
• Escalation point for the Help Desk team.
• Actively involved with hardware refreshes.

• Diagnose and fix mobile computing and communication device issues (e.g., smartphones and tablets).
• Provide guidance to Tier I technicians.
• Provide training and mentoring to junior staff.
• Design, implement, and manage enterprise desktop infrastructure, automation, and deployment solutions.
• Develop and maintain system imaging and patch management.
• Evaluate, recommend, and implement new technologies to enhance IT efficiency and security.
• Lead IT projects related to desktop engineering, security enhancements, and automation.
• Serve as the highest-level escalation point for complex endpoint technical issues.
• Work with IT leadership to develop desktop engineering strategies and roadmaps.
• Ensure compliance with IT security policies and best practices.
• Assist in managing and maintaining software licensing installed on end user environments.
• Develop and maintain an asset management program for budgeting and asset tracking.
• Develop and maintain desktop imaging resources for deployment.
• Provide mentorship and technical leadership to Tier I & II technicians.

• Quickly analyze operational issues with complex computer equipment.
• Technical…