Senior Desktop Technician

• Responds to the increasingly difficult Help Desk calls, including troubleshooting, researching, and providing solutions for desktop hardware and software problems
• Updates and documents relevant research and resolutions into call tracking database
• Monitors the flow of help desk tickets in the desktop support process
• Assists staff either on site, or via telephone and remote control
• Acts as a resource and resolves questions and problems in the use of computer hardware and software
• Enhances agency-wide use of desktop computers by providing proactive support on desktop computer tools
• Provides technical support as needed to executives and Managers
• Performs desktop image builds, computer upgrades, software installation, and configuration
• Coordinates desktop adds, moves, and changes
• Assists users with computers connecting to audiovisual technology for presentations
• Participates in planning, coordinating, and implementing technology projects related to desktop software and hardware
• Participates in the definition of scope and assists in the installation, testing, documentation, and deployment of new hardware and software applications
• Analyzes requests for desktop hardware and software to ensure compatibility with agency standards
• Researches and provides recommendations for the purchase of related software and hardware
• Applies knowledge of preventative maintenance to ensure optimum system performance
• Coordinates visits by third party maintenance vendors to ensure smooth repairs and upgrades to the agency’s equipment
• Applies knowledge of personal technology computing trends to enhance business productivity
• Advocates and trains employees in the effective use of computing devices and associated applications

• Knowledge of desktop computer systems, tablets, smartphones, printers, hardware components, operating system software (Windows 10/11), and communications
• Knowledge of application software including Microsoft Office (Outlook, Word, Excel, PowerPoint, Teams, OneNote, To Do)
• Practical application and increased understanding of computer networks and communications
• Knowledge of help desk call tracking
• Knowledge of troubleshooting and documentation methodologies
• Knowledge of personal technology trends
• Ability to diffuse tense or difficult customer service situations with appropriate use of interpersonal and communication skills
• Ability to recommend, plan, and apply computer solutions based on knowledge of business units’ critical success factors and operational criteria
• Ability to communicate complex ideas and translate technical information easily to non-technical individuals
• Ability to work with executive management staff and Board members professionally
• Ability to work with end users of various experience levels with patience and courtesy
• Ability to work in a team environment with other Information Systems professionals
• Ability to lead and collaborate with staff to problem solve and accomplish goals
• Ability to distinguish between application, operating system, network, and hardware problems
• Ability to think analytically
• Ability to demonstrate mature and organized approach to researching, documenting, and communicating various methods of troubleshooting and providing solutions to agency desktop computing problems
• Any combination of education and experience equivalent to a bachelor’s degree in a related area with a minimum of approximately five+ years increasingly responsible professional customer and desktop support experience
• Relevant certifications by Microsoft are desirable

Relevant certifications by Microsoft are desirable

• Medical benefits
• Paid vacation
• Paid holidays