GovCIO
Desktop Support Specialist- Journeyman
GovCIO, Duluth, Minnesota, United States, 55806
Overview
GovCIO is currently hiring for a/an Desktop Support Specialist (Journeyman). This position will be located in Duluth, MN. This is an onsite position. The Desktop Support Specialist will provide support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, and maintaining all desktop equipment, network printers, software applications and mobile devices to ensure optimal performance. Support will be performed in person (on-site users) or via telephone/remote control (off-site users).
Responsibilities
Ensure proper day-to-day operation of technology applications and equipment by identifying, researching, and resolving technical problems
Provide deskside assistance to resolve technology issues
Provide how-to knowledge transfer to users on computer-related issues within Agency and contractual boundaries
Perform equipment provisions, deprovisions, and moves, as well as other MAC-related tasks within contractual SLAs
Provide quality level II support for users with a high degree of customer satisfaction, technical knowledge, and timeliness either by resolving the issue or escalating and coordinating efforts of other Information Technology staff
Solve technical issues and/or investigate elevated issues by confirming the validity of the problem and seeking known solutions to more complex issues
Must know when to escalate issues not resolved at this level to management
Utilize ServiceNow for issue and request tracking, ensuring all user requests for assistance are accompanied by a ticket and all tickets requiring follow-up work and/or calls receive appropriate attention
Ensure all Incident tickets are resolved, and Service Requests completed, within documented service levels
Interact with asset management, network services, software systems engineering, applications development and/or printer maintenance services to restore service and/or identify and correct core problems
Assist in developing and documenting improvements to current processes, and creating/updating KAs and SOPs
Possess excellent presentation, and verbal and written communication skills
Provide technology refresh support as needed
All other tasks as assigned
Qualifications
High School with 6-9 years (commensurate experience)
Minimum 2 years’ recent experience providing in-person desktop support to end users in a corporate environment; troubleshooting and resolving all aspects of computer hardware and software
Minimum 2 years’ recent experience supporting Windows 10/11, Microsoft 365, and using Active Directory in a corporate domain environment
Strong interpersonal skills required
Must be comfortable in a fast-paced, dynamic environment, and be able to handle multiple tasks simultaneously
Must be able to work independently and be self-motivated
Must demonstrate strong oral and written communication skills, excellent customer service skills, and be able to handle pressure
Ability to communicate professionally, both orally and in writing, with customers, vendors, management, andcoworkers is crucial
Moderately heavy lifting (computers, monitors, network printers, etc.) is required
Clearance Required: Must be able to acquire an EPA Public Trust
Work Environment
This job is 100% on-site at a customer site and is performed indoors in an office setting
This position requires the ability to move, carry, lift, push, and/or pull up to 45 pounds, as well as climb under/around cubicles, desks, and offices for cable management
Desired Qualifications
CompTIA A+ Certification and/or Microsoft Certified Desktop Support Technician
Dell hardware (laptop, desktop, tablet, 2-in-1), Apple iPhone and ServiceNow experience a plus
Experience supporting audio/video and video teleconferencing equipment a plus
Company Overview
GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.
But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.
Posted Pay Range
The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.
Posted Salary Range
USD $55,000.00 - USD $63,500.00 /Yr.
Submit a referral to this job (https://careers-govcio.icims.com/jobs/4458/desktop-support-specialist--journeyman/job?mode=apply&apply=yes&in_iframe=1&hashed=-1834385473)
Location US-MN-Duluth
ID 2024-4458
Category Information Technology
Position Type Full-Time
GovCIO is currently hiring for a/an Desktop Support Specialist (Journeyman). This position will be located in Duluth, MN. This is an onsite position. The Desktop Support Specialist will provide support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, and maintaining all desktop equipment, network printers, software applications and mobile devices to ensure optimal performance. Support will be performed in person (on-site users) or via telephone/remote control (off-site users).
Responsibilities
Ensure proper day-to-day operation of technology applications and equipment by identifying, researching, and resolving technical problems
Provide deskside assistance to resolve technology issues
Provide how-to knowledge transfer to users on computer-related issues within Agency and contractual boundaries
Perform equipment provisions, deprovisions, and moves, as well as other MAC-related tasks within contractual SLAs
Provide quality level II support for users with a high degree of customer satisfaction, technical knowledge, and timeliness either by resolving the issue or escalating and coordinating efforts of other Information Technology staff
Solve technical issues and/or investigate elevated issues by confirming the validity of the problem and seeking known solutions to more complex issues
Must know when to escalate issues not resolved at this level to management
Utilize ServiceNow for issue and request tracking, ensuring all user requests for assistance are accompanied by a ticket and all tickets requiring follow-up work and/or calls receive appropriate attention
Ensure all Incident tickets are resolved, and Service Requests completed, within documented service levels
Interact with asset management, network services, software systems engineering, applications development and/or printer maintenance services to restore service and/or identify and correct core problems
Assist in developing and documenting improvements to current processes, and creating/updating KAs and SOPs
Possess excellent presentation, and verbal and written communication skills
Provide technology refresh support as needed
All other tasks as assigned
Qualifications
High School with 6-9 years (commensurate experience)
Minimum 2 years’ recent experience providing in-person desktop support to end users in a corporate environment; troubleshooting and resolving all aspects of computer hardware and software
Minimum 2 years’ recent experience supporting Windows 10/11, Microsoft 365, and using Active Directory in a corporate domain environment
Strong interpersonal skills required
Must be comfortable in a fast-paced, dynamic environment, and be able to handle multiple tasks simultaneously
Must be able to work independently and be self-motivated
Must demonstrate strong oral and written communication skills, excellent customer service skills, and be able to handle pressure
Ability to communicate professionally, both orally and in writing, with customers, vendors, management, andcoworkers is crucial
Moderately heavy lifting (computers, monitors, network printers, etc.) is required
Clearance Required: Must be able to acquire an EPA Public Trust
Work Environment
This job is 100% on-site at a customer site and is performed indoors in an office setting
This position requires the ability to move, carry, lift, push, and/or pull up to 45 pounds, as well as climb under/around cubicles, desks, and offices for cable management
Desired Qualifications
CompTIA A+ Certification and/or Microsoft Certified Desktop Support Technician
Dell hardware (laptop, desktop, tablet, 2-in-1), Apple iPhone and ServiceNow experience a plus
Experience supporting audio/video and video teleconferencing equipment a plus
Company Overview
GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.
But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.
Posted Pay Range
The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.
Posted Salary Range
USD $55,000.00 - USD $63,500.00 /Yr.
Submit a referral to this job (https://careers-govcio.icims.com/jobs/4458/desktop-support-specialist--journeyman/job?mode=apply&apply=yes&in_iframe=1&hashed=-1834385473)
Location US-MN-Duluth
ID 2024-4458
Category Information Technology
Position Type Full-Time