About the job Desktop Support Specialist
This position will be responsible for :
- Supporting all departmental software applications and resolving issues
- Ticket review through the County ticketing system.
- Assisting higher level staff in the acquisition and distribution of computer hardware and software solutions, contract vendors, research, and gathering product information
- Designing, analyzing, implementing, and providing ongoing maintenance of Operating System (OS) images, application packages, and software updates through Intune and SCCM
- Supporting enterprise hardware from Dell and HP and Desktops / laptops and Tablets from HP, Dell, and Microsoft
- Implementing enterprise security best practices including encryption, implicit & explicit permissions, multi-factor authentication, auditing and digital forensics, data retention, including zero-touch, as well as patching
DESIRABLE QUALIFICATIONS & CORE COMPETENCIES
In addition, to the minimum qualifications, the ideal candidate will possess extensive professional work experience and / or knowledge in the following competencies :
Technical Knowledge | Technical Experience
Basic understanding and applying scripting languages, such as PowerShell
Understanding and application of Full Disk Encryption solutionsUtilizing Active Directory Domain ServicesPreparing and maintaining documentation of department processes, procedures, and reportsUtilizing Group Policies for administration of operating systems, applications, and user settingsInstalling and providing support for Mobile Device Management (MDM) solutions, through Intune, Apple DEP, and MobileIronSupporting teleworkers and mobile offices in the field including remote Internet connectivity solutions such as VPNWorking with virtualization, cloud, and converged technologies, including VMWareWorking closely with Microsoft cloud services from 0365 and Azure virtualizationUnderstanding and application of VPN and RDP solutionsDesigning and implementing audio / video conferencing systems Managing the Change Control Process across various technologiesManaging complex automated Asset management solutionsHaving expertise related to Microsoft Windows 10 operating systemBeing experienced working with high performance platforms and managing / designing / maintaining advanced technologiesProblem Solving / Analytical Skills
Identifying and resolving technical issues and problems by researching possible solutions Identifying opportunities for continued system improvementsProviding professional support for hardware / software-related projects Test new software and reproduce reported bugs in the UAT environment Investigating, analyzing, and resolving network-related problemsRelationship Building | Interpersonal Skills
Working with other public and private sector Agencies in efforts to provide information technology-specific customer service to the community, public, and key stakeholdersCoordinating with vendors to acquire and implement technologies and resolve complex technical issuesVerbal and Written Communication Skills
Clearly conveying information technology concepts and terminology with both technical and non-technical staff at all levels within and outside the agencyProducing clear and concise written documents, reports, correspondence, and briefsResponding quickly, courteously, and proficiently to customer service requestsSoliciting feedback and adjusting customer requests to fit into business improvementPreparing and maintaining documentation of department processes and proceduresGenerating consensus and collaborative relationships to bring about efficient and effective outcomesProviding detailed documentation related to technological solutions and systems supportedCustomer Service
Working with other public and private agencies in efforts to provide information technology-specific customer service to the community, public, and key stakeholdersGenerating consensus and collaborative relationships to bring about efficient and effective outcomesEstablishing and maintaining positive and effective working relationships with peers, supervisors, and managersResponding quickly, courteously, and proficiently to customer service requestsSoliciting feedback and adjust customer requests to fit into business improvementsMINIMUM QUALIFICATIONS
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