Desktop Support Technician Senior

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Job description

General Description

The Sr. Desktop Support Technician will be part of a team responsible for supporting workstations running on Windows 10 and higher platforms in a 24x7 operating environment. The Technician is responsible for "imaging" workstations as outlined by departmental standard operating procedures and installing and configuring all associated hardware. The Technician is responsible for proactively monitoring these workstations and is responsible for firmware updates, operating system updates, anti-virus software updates, security patches, and repair of any hardware failures. The technician will also provide helpdesk support to include answering helpdesk phones and resolving end-user computer issues using remote diagnostic and troubleshooting tools. Duties will require after-hours support. The Technician will report to the Technical Services Manager and must coordinate activities with other business units within the division to meet the department's overall objectives.

Knowledge, Skills & Abilities:

• 3 years overall IT experience
• Office365, ServiceNow Ticketing System, Mac OS , Windows10,11, configuration, troubleshooting.
• User management in MS Active Directory / Azure Active Directory (creating, disabling, removing, resetting, configuring user accounts), managing user groups/OUs/permissions.
• User and permission administration and management in a domain (AD, GPO, groups OUs, password, login items, etc.)
• Knowledge and experience working with MS Exchange (On-premises and Exchange Online); Administering users, creating mailboxes, managing mailboxes, and e-mail addresses), Google Apps for Business (assigning users, enabling features, resetting passwords, etc., Microsoft 365 (assigning users, enabling features, resetting a password, assigning licenses, etc.), Adobe products, and other software or cloud systems
• Knowledge of Single Sign-On and Multi-Factor Authentication solutions such as Microsoft Authenticator.
• Hardware and software troubleshooting for desktops, laptops, mobile devices, wireless access points, switches, printers
• Networking basics: TCP/IP, DNS, DHCP, NAT, SSH, HTTP/HTTPS, IPSEC, L2TP, Firewall ACLs
• Apple iOS, Android-based mobile device configuration, app installation, and device management
• Antivirus software configuration, usage, and installation such as Wi
• Virus and malware removal using common AV and anti-malware software packages.
• Experience in performing hardware installation and configuration of printers, scanners, web cameras, projectors, and Audio Video equipment.
• In-depth knowledge of or experience with supporting Xerox printers/copiers is a plus.

Non-Technical Skill(s): Excellent Customer Service is a must and be able to manage multiple projects and/or tasks concurrently. Must be a self-starter & be able to use own judgment/initiative to undertake activities with minimal supervision. The Candidate must also have excellent oral & written communication skills.

Organizational Expectations: The successful candidate must be able to work 8:15 am to 5:00 pm Monday through Friday. Work a remote on-call rotation schedule that consists of Friday to Friday,10:00 pm to 6:00 am answering customers' calls via city-issued cell phones unlocking accounts and putting on tickets. Agreeing to work the following week only 4 days.

Clean driving/criminal record, ability to follow directions and solve problems under pressure while maintaining a professional demeanor. Work collaboratively with others to achieve team & organizational goals; prioritize projects and/or tasks; provide constructive input to achieve team goals; deliver a customer-focused, responsive service to customers; support efforts to enhance business efficiency & effectiveness; demonstrate a positive, "can-do" attitude; respond constructively to new information, changing conditions, & unexpected obstacles, Use time efficiently, ability to follow procedures and take direction

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