Desktop Support

Provide a short description of the Position:
The candidate for this position will provide technical support for hardware and software. This position will deliver high-quality service to end users and ensure service support and delivery are in place to meet the agency's business needs.

Day-to-day tasks include:

• Taking care of level tickets (and level when necessary ex: answer phone, create tickets).
• Onboarding new staff (equipment deployment).
• Offboarding staff.
• Training state staff.
• Providing support for issues that need to be escalated and completed in a timely manner.
• Utilizing Power Shell scripting to maximize productivity of platform management.
• Administering corporate mobile device management solution.
• Maintaining platform security and compliance in alignment with agency's cyber security program to protect data.
• Testing Group Policies and updates for endpoint OS.
• Using standard enterprise tools to develop or implement infrastructure hardware, software, or other technical components.
• Providing preventative maintenance, troubleshooting, and quickly resolving routine problems to ensure infrastructure stability.
• Working alongside business operations teams, project management teams, and additional IT teams to coordinate work efforts and establish processes.
• Performing system software and hardware upgrades and changes, including planning, scheduling, testing and coordination.
• Monitoring, measuring, and testing current/new infrastructure products and services.
• Performing operational, project, and support tasks with little to no supervision while meeting or exceeding SLAs and performance expectations.
• Developing and ensuring deployment documentation such as design and environment specifications, user and technical manuals, and process documentation.
• Using remote access technologies (VPN, terminal services).
• Collaborating with internal and external application support, systems infrastructure, security, network, telecom, and service desk departments to deliver the best desktop experience to the enterprise.