Desktop Support Technician

Scope of Work/Job Characteristics

The Client Technologies Technician will serve as the principal line of communication for the project

team. The duties and responsibilities of this position are as follows:

• Configure and install software for IT user desktops and laptops;

• Install and provide support for mobile devices;

• Install and provide support for the Department and vendor network equipment, including switches, Wireless Access Points (WAP), etc.;

• Install and terminate network cabling;

• Perform Personal Computer (PC) imaging, configuration, and installations for both Department staff and inmate PCs;

• Participate in the installation and rollout of new software packages, upgrades, and new desktop hardware;

• Maintain desktop software and hardware;

• Troubleshoot hardware and software for both Department staff and inmate PCs;

• Support the mobile workforce;

• Provide Tier 2 support to IT users for basic software and hardware of end-user computing and desktop-based local area network (LAN) systems;

• Troubleshoot problems using scripts and checklists as guides;

• Escalate to Tier 3 support when necessary;

• Document problems and resolutions;

• Perform end-user training, if applicable;

• Provide quality customer service;

• Participate in the testing and evaluation of new desktop packages;

• Implement prototypes;

• Provide support for printers and peripherals;

• Support inmate education labs, including server and PC imaging, server and PC-based software installations and troubleshooting, group policy implementation, physical security audits, and inventories; and

• Provide regional support in tandem with the Bureau of Field Technology Services.

Required Qualifications

A high school diploma, its equivalent, or two (2) years of equivalent work experience is required. Relevant experience may be substituted for education on a year-for-year basis, when applicable.

The Department requires the following experience, skills, and knowledge for this position:

• Two (2) or more years of experience in the provision of Tier 2 Customer Support for desktop computers, printers, scanners, etc.;

• Experience installing, troubleshooting, and supporting desktop applications and operating systems, including Windows Operating System (OS), Office, Outlook, and Internet Explorer;

• Experience installing and troubleshooting computer hardware and software, including PCs, printers, and peripherals in both a network and standalone environment; and

• Possess a valid Driver's License.

NOTE: In addition to the above list, the selected Candidate must successfully complete a Level II Background Check.