Junior Desktop Support Specialist

Job Title: Junior Desktop Support Specialist
Location: Cranston, RI (Onsite)
Duration: 12-24 Months (with possible extension)
Work Hours: 35 hours per week

Job Overview:

IRG Clients is seeking an experienced Junior Desktop Support Specialist to join Technical Support Team. The ideal candidate will have a strong understanding of Windows Desktop Administration, Active Directory concepts, Domain administration, and Desktop/Laptop client computing. Proficiency with Windows 11, Microsoft Office 365, BitLocker, McAfee AD, InTune, SCCM, CMDB, and ServiceNow is highly recommended. Experience in large-scale asset deployments is beneficial.

The Junior Desktop Support Specialist will work onsite at a correctional facility in Cranston, RI, responding to IT service requests via ServiceNow, phone, email, or in-person, and providing support across multiple technical areas. The candidate must be able to communicate solutions in both technical and non-technical terms to end users.

Responsibilities:

• Provide desktop and laptop support including software installations, troubleshooting, and hardware diagnostics.
• Manage and resolve IT service requests, incidents, and problems through ServiceNow.
• Administer and troubleshoot Windows 11, Office 365, Active Directory, BitLocker, and SCCM.
• Support large-scale IT asset deployments and upgrades.
• Work collaboratively within the established Tech Team and liaise across various technical departments.
• Ensure compliance with ETSS Security and State of Rhode Island IT policies.
• Undergo periodic performance reviews conducted by the Technical Support Manager.
• Adhere to all Department of Administration Security Policies.
• Complete required security clearances, including BCI Vendor Certification, Non-Disclosure, Confidentiality, and Invention Agreement, and HIPAA Business Associate Agreement (if applicable).

Qualifications:

• Experience: 1-3 years in desktop support or related IT roles.
• Technical Skills: Proficiency in Windows 11, Microsoft Office 365, Active Directory, BitLocker, McAfee AD, InTune, SCCM, CMDB, and ServiceNow.
• Communication Skills: Ability to explain technical solutions to non-technical users.
• Problem-Solving: Strong troubleshooting skills in a fast-paced environment.
• Security Compliance: Ability to adhere to strict security protocols and policies.
• Preferred Experience: Exposure to working in high-security environments such as correctional facilities.

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