IT Desktop Support Technician II

Essential Functions:• Provides Desktop Services support as required for the role and follows policies and procedures with the handling of all technology hardware/software.• Create and maintains appropriate Desktop Services documentation including knowledge articles, system documentation, and process workflows.• Resolves tickets Desktop Service ticket queue within Service-Now.• Performs activities related to Desktop Field services quality, including efficient ticket management, small projects, and activities coordination within IT.• Performs troubleshooting duties involving the resolution of software and hardware related problems involving desktop computers, peripherals and networked systems for office and remote site locations; works with operations and maintenance staff management and staff to support ongoing growth of personnel and the required hardware and software requirements needed to fulfill their positions; move and relocation of workstation hardware and printer as assigned.• Reviews hardware and software requirements for remote staff including computers, monitors, printers, and other peripherals; and works with the Service Desk to complete remote site setup in a timely, efficient manner.• Provides support to the department on matters as directed; serves as staff on a variety of committees; attends and participates in professional group meetings; maintains awareness of new trends and developments in field technologies related to area of assignment; incorporates new developments as appropriate; ensures processes, policies and practices are interpreted and applied consistently and effectively; ensures accountability and compliance with all current and applicable state and federal laws, Agency policies and procedures, rules and regulations.• Provides telecommunications support including add/change/removal of VOIP User and Conference phones.• Evaluates technology requests for assistance by studying specifications against current system configurations and recommends purchase and/or installation of equipment and/or software.• Analyzes Desktop Services ticket queue for trends and recommends corrective actions.• Provides technical assistance throughout application/hardware implementation to ensure smooth transition and sustainability for the organization.• User computer equipment moves as scheduled.• It is the responsibility of all employees to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees.• It is the responsibility of all employees to integrate sustainability into everyday business practices.• Customer focused and strong communication skills.• Other duties as assigned.

Education & Experience:High School Diploma/GED supplemented by Technical School/College with coursework in information technology or a related field and three years of information technology experience in end-user support in an enterprise environment, that includes troubleshooting, maintenance, and imaging and installation of desktop/laptop computer systems and/or network systems and includes troubleshooting, effective ticket management through applied tools and knowledge of ITIL best practices; OR an equivalent combination of education and experience.

Required Licenses or Certifications:• CompTIA A+ Certification preferred.• CompTIA Network+ Certification preferred.• ITIL V3 Foundations Certification preferred.

Required Knowledge of:• Principles and practices of customer service.• Advanced operations, services and activities of a service desk and desktop field services operation.• Methods and techniques of performing advanced troubleshooting activities on PC and MAC hardware, software, printers, networked and peripheral equipment.• Knowledge of network protocols, technologies, and VPN configurations associated with LAN/WAN networks, local and wide area networking theory and technologies.• Good understanding of ITAM fundamentals and best practices.• Knowledge of computer and information systems, network storage, and networking connectivity technology.• Windows 2010 and MAC OS X products; implementing, operating, and troubleshooting TCP/IP and Ethernet -based network architectures.• Concepts, principles and practices of network architecture, design, development, protocols, implementation, and administration.• Configuration of workstation hardware, office networks, software components, printers, and desktop peripheral operating systems.• Service Desk tracking systems, i.e.: ServiceNow, Remedy.• Federal, state, and local laws, codes, and regulations.• Principles of business letter writing and basic report preparation.• Appropriate us of English, spelling, grammar, and punctuation.• Modern office procedures, methods, and equipment including computers and computer applications such as word processing, spreadsheets, and statistical databases.