What are the responsibilities and job description for the Desktop Support Technician I/II/III position at Adams County Government?
What Success Looks Like In This Job
The Desktop Support Technician is responsible for the day-to-day management of the organization's PCs, thin clients, terminals, monitors, laptops, handheld devices and other network connected or related hardware. This position is also responsible for the proper execution of software residing on the desktop systems. The Desktop Support Technician works closely with the network and server administrators to support network and server infrastructure as required to keep the end user systems functioning correctly. Duties of the desktop support technician include installing, configuring, and upgrading PCs, laptops and related equipment, diagnosing and troubleshooting both common and unusual hardware and software problems. Performing preventive maintenance on the organization's PC equipment, installing required software patches, ensuring the connectivity of PCs, laptops, handhelds and other computing devices on the local area network (LAN) and wide area network (WAN) and remote network, setting up and maintaining locally connected and networked printers, and connecting needed peripheral equipment. Other duties can include supporting and maintaining conference room systems, special events and meeting support.
Desktop Support Technician I – provides entry level technical assistance to County Employees. Under direct supervision, this position assists in setting up workstations, installing standard software by department, and performing basic troubleshooting. This role ensures courteous and timely resolution of routine issues to support the department’s daily operations and customer service objectives. Escalates complex problems to tier II or III technicians as appropriate.
Desktop Support Technician II – performs intermediate- level technical support work in the installation, maintenance, and troubleshooting of County computer systems, applications and related equipment. Operating with limited supervision, this role serves as a key contact for resolving escalated technical issues, supporting system upgrades, and assisting end-users across departments. The position may provide guidance to tier I technician, and contributes to the development and documentation of County IT procedures to ensure consistent and timely service delivery aligned with County standards.
Desktop Support Technician III – provides advanced technical support and leadership in the delivery of end-user services across County departments. This senior-level position resolves complex technical problems, leads technology deployments, testing, compatibility, and ensures compliance with County IT security, software and hardware standards. The Technician III coordinates with IT teams and serves as a mentor to Tech I and Tech II employees, playing a critical role in supporting the Department’s mission through reliable and secure technology services.
The anticipated hiring range for this role is $32.351/hour - $44.311/hour and is based on applicable experience. The full salary range for this role is $32.351/hour - $55.869/hour.
Examples of Duties for Success
Primary Responsibilities
Desktop Support Technician I:
Adams County provides a comprehensive benefits package to employees that goes above and beyond what is offered at most organizations.
Click here to watch our video about why Adams County is an Employer of Choice!
Benefits You Expect
Please be aware that your cover letter and resume will not be accessed in the initial screening process, so you must complete your application and supplemental questions with as much detail as possible. Any personally identifiable information (PII) such as name and address will be redacted from applications that meet the minimum screening requirements and are forwarded to the hiring manager. If the hiring manager selects you to advance in the hiring process, your cover letter and resume will then be accessible to the hiring team. Information provided on the application is used to determine if a candidate meets minimum qualifications. Only information provided at the time of the application being completed will be considered and additional information that is not listed on the application will not be considered when deciding if a candidate meets or does not meet the qualifications. Applicants are STRONGLY encouraged to include all information and details on their application. I understand and agree that only information provided at the time of my application will be used to determine if I meet the minimum requirements for this position.
This role requires a high school diploma or GED, or an equivalent level of job experience and/or training. Do you meet this requirement?
This role requires the possession of or the ability to obtain a valid driver's license. Do you meet this requirement?
Please briefly describe your experience as it relates to this position.
The Desktop Support Technician is responsible for the day-to-day management of the organization's PCs, thin clients, terminals, monitors, laptops, handheld devices and other network connected or related hardware. This position is also responsible for the proper execution of software residing on the desktop systems. The Desktop Support Technician works closely with the network and server administrators to support network and server infrastructure as required to keep the end user systems functioning correctly. Duties of the desktop support technician include installing, configuring, and upgrading PCs, laptops and related equipment, diagnosing and troubleshooting both common and unusual hardware and software problems. Performing preventive maintenance on the organization's PC equipment, installing required software patches, ensuring the connectivity of PCs, laptops, handhelds and other computing devices on the local area network (LAN) and wide area network (WAN) and remote network, setting up and maintaining locally connected and networked printers, and connecting needed peripheral equipment. Other duties can include supporting and maintaining conference room systems, special events and meeting support.
Desktop Support Technician I – provides entry level technical assistance to County Employees. Under direct supervision, this position assists in setting up workstations, installing standard software by department, and performing basic troubleshooting. This role ensures courteous and timely resolution of routine issues to support the department’s daily operations and customer service objectives. Escalates complex problems to tier II or III technicians as appropriate.
Desktop Support Technician II – performs intermediate- level technical support work in the installation, maintenance, and troubleshooting of County computer systems, applications and related equipment. Operating with limited supervision, this role serves as a key contact for resolving escalated technical issues, supporting system upgrades, and assisting end-users across departments. The position may provide guidance to tier I technician, and contributes to the development and documentation of County IT procedures to ensure consistent and timely service delivery aligned with County standards.
Desktop Support Technician III – provides advanced technical support and leadership in the delivery of end-user services across County departments. This senior-level position resolves complex technical problems, leads technology deployments, testing, compatibility, and ensures compliance with County IT security, software and hardware standards. The Technician III coordinates with IT teams and serves as a mentor to Tech I and Tech II employees, playing a critical role in supporting the Department’s mission through reliable and secure technology services.
The anticipated hiring range for this role is $32.351/hour - $44.311/hour and is based on applicable experience. The full salary range for this role is $32.351/hour - $55.869/hour.
Examples of Duties for Success
Primary Responsibilities
- Deploy, configure, update and maintain desktops, laptops, monitors, and related peripherals.
- Assist on updating firmware and software on the end user computing environment.
- Assist in scheduled computer replacements and upgrades
- Troubleshoot and resolve desktop, software, peripheral, and application issues.
- Maintain an internal knowledge base for troubleshooting and support efficiency.
- Escalate technical issues as needed, with Tier III providing the final escalation path.
- Collaborate with vendors and external partners for hardware and software solutions.
- Ensure accurate and detailed documentation in the ITSM system.
- Maintains an asset inventory of computers, tablets keyboards, scanners, monitors and other end user devices.
- Uphold the County's mission to serve the community with integrity and innovation.
- Perform additional duties as required.
- Assists in the recommendation of solutions and improvements
- Assists in the development and maintenance of technical standards, procedures, and techniques for the resolution of end point service issues to ensure maximum system availability and performance levels
- Provide updates regarding the performance and availability of the end user computing environment and proactively work to resolve problems
- Troubleshooting application and system errors using various tools and methods
- Assist in the creation of procedures and support documentation for routine maintenance and support of the end user computing environment.
- Consistently demonstrate a very high level of teamwork, partnership, and collaboration.
- Collaborate with other members of the ITi on projects and issues.
- Work with IT teams and internal customers and vendors to identify and resolve issues in the environment
- Escalation point for the Help Desk team
- Actively involved with hardware refreshes
- Diagnose and fix mobile computing and communication device issues (e.g., smartphones and tablets).
- Provides guidance to Tier I technicians.
- Provide training and mentoring to junior staff
- Design, implement, and manage enterprise desktop infrastructure, automation, and deployment solutions.
- Develop and maintain system imaging and patch management.
- Evaluate, recommend, and implement new technologies to enhance IT efficiency and security.
- Lead IT projects related to desktop engineering, security enhancements, and automation.
- Serve as the highest-level escalation point for complex endpoint technical issues.
- Work with ITi leadership to develop desktop engineering strategies and roadmaps.
- Ensure compliance with ITi security policies and best practices.
- Assists managing and maintaining with software licensing installed on end user environment.
- Develop and maintain an asset management program for budgeting and asset tracking
- Develop and Maintain desktop computing images for use of imaging computers.
- Provides mentorship and technical leadership to Tier I & II technicians.
- Quickly analyze operational issues with complex computer equipment.
- Technical aptitude to adapt and learn in a rapidly changing environment and solve complex problems.
- Excellent written and verbal communication skills; ability to communicate clearly and concisely, both orally and in writing.
- Ability to take initiative with little or no supervision.
- Strong interpersonal skills and demonstrated ability to work effectively with customers and colleagues.
- Proficiency in Windows OS, Microsoft Office Suite, and Active Directory.
- Hardware Support – Ability to replace hardware components, upgrade RAM, and perform BIOS configurations .
- Mobile Device Support – Understanding of MDM solutions (e.g., Intune, Apple Business Manager, etc.) and troubleshooting mobile hardware/software.
- Ability to prioritize and execute tasks efficiently with minimal supervision.
- Participates in a 24x7 on-call rotation, including periodic off business-hours work.
- Basic Networking Knowledge – Understanding of IP configurations, DHCP, DNS, and wireless connectivity issues
- Basic Scripting Familiarity – Introduction to automation tools like PowerShell or batch scripting
- Understanding of enterprise desktop management tools (ManageEngine Endpoint Central, Intune, etc.).
- Ability to manage multiple concurrent activities
- Expert analytical and problem-solving abilities.
- Advanced Networking Knowledge – Understanding of IP configurations, DHCP, DNS, and wireless connectivity issues
- Advanced knowledge of IT infrastructure, system automation, scripting (PowerShell, Python), Group Policy and virtualization.
- Experience in IT security best practices, vulnerability remediation, and compliance enforcement in coordination with the Security, Risk, and Compliance Division.
- Advanced knowledge of imaging computers using tools such for package development, configuration, and deployment. i.e. Manage Engine, Ivanti, SCCM
- Knowledge of Apple Mac in Enterprise environment.
Desktop Support Technician I:
- Experience:
- Some experience and/or education with desktop support, troubleshooting, and software applications preferred.
- Education and Training:
- High school diploma or GED, or an equivalent level of job experience and/or training is required
- License or Certificate:
- ITIL foundation certificate preferred
- Possession of or have the ability to obtain a valid driver's license.
- Background Check: Must pass a criminal background check.
- Other:
- Ability to lift a minimum of 25 lbs.
- Prolonged periods of sitting, standing, kneeling, lifting, and bending around users’ workstations.
- Reasonable accommodation may be offered to individuals for the essential functions of the job in coordination with People & Culture Department.
- Experience:
- At least 2 years of verifiable experience in IT support, desktop hardware/software, and networking.
- Education and Training:
- High school diploma or GED required
- BS/BA (or higher) strongly preferred in Computer Science, Information Technology, or related field or an equivalent level of job experience and/or training.
- License or Certificate:
- CompTIA A and/or Entry level Microsoft certification preferred.
- Possession of or have the ability to obtain a valid driver's license.
- Background Check: Must pass a criminal background check.
- Other:
- Ability to lift a minimum of 25 lbs.
- Prolonged periods of sitting, standing, kneeling, lifting, and bending around users’ workstations.
- Reasonable accommodation may be offered to individuals for the essential functions of the job in coordination with People & Culture Department.
- Experience:
- A minimum of 3 years of experience in IT support roles, including leadership, advanced troubleshooting, enterprise desktop management, system engineering, and process improvement.
- Education and Training:
- High school diploma or GED required
- BS/BA (or higher) strongly preferred in Computer Science, Information Technology, or related field or an equivalent level of job experience and/or training.
- License or Certificate:
- Advanced Microsoft certification in an enterprise desktop computing environment. (i.e. Microsoft End Point Administrator)
- Possession of or have the ability to obtain a valid driver's license.
- Background Check: Must pass a criminal background check.
- Other:
- Ability to lift a minimum of 25 lbs.
- Prolonged periods of sitting, standing, kneeling, lifting, and bending around users’ workstations.
- Reasonable accommodation may be offered to individuals for the essential functions of the job in coordination with People & Culture Department.
Adams County provides a comprehensive benefits package to employees that goes above and beyond what is offered at most organizations.
Click here to watch our video about why Adams County is an Employer of Choice!
Benefits You Expect
- AFLAC Supplemental Medical Insurance
- Basic Term Life & Optional Term Life Insurance
- Deferred Compensation Plan
- Dental/Vision/Medical Plans
- Generous Vacation/Sick leave
- Long-Term Disability
- Retirement Plan
- Short-Term Disability
- Employee Assistance Program
- Employee Fitness Center
- Employee Health Clinics
- Flexible Work Schedules
- Recreation Center Discounts
- Training & Tuition Reimbursement Programs
- Wellness programs
- Lactation friendly certified workplace
Please be aware that your cover letter and resume will not be accessed in the initial screening process, so you must complete your application and supplemental questions with as much detail as possible. Any personally identifiable information (PII) such as name and address will be redacted from applications that meet the minimum screening requirements and are forwarded to the hiring manager. If the hiring manager selects you to advance in the hiring process, your cover letter and resume will then be accessible to the hiring team. Information provided on the application is used to determine if a candidate meets minimum qualifications. Only information provided at the time of the application being completed will be considered and additional information that is not listed on the application will not be considered when deciding if a candidate meets or does not meet the qualifications. Applicants are STRONGLY encouraged to include all information and details on their application. I understand and agree that only information provided at the time of my application will be used to determine if I meet the minimum requirements for this position.
- Yes, I understand and agree
- Yes, I understand but disagree.
This role requires a high school diploma or GED, or an equivalent level of job experience and/or training. Do you meet this requirement?
- Yes
- No
This role requires the possession of or the ability to obtain a valid driver's license. Do you meet this requirement?
- Yes
- No
Please briefly describe your experience as it relates to this position.
- Required Question
Salary : $32 - $56
