Desktop Support Technician - Intermediate

Job Title: Desktop Support Technician - Intermediate 

Location: Onsite - Warwick, RI 

Duration: 6 Months  

Infrequent travel may be required to  Providence, RI 02903. 

Position Overview 

The successful candidate will work closely with existing Technical Support staff and collaborate with teams across the agency to troubleshoot issues, fulfill service requests, deploy new technologies, and provide outstanding customer service. This position requires both strong technical expertise and the ability to communicate effectively with users of varying technical backgrounds. 

Key Responsibilities 

• Provide technical support via phone, email, ticketing system, and in-person assistance. 

• Diagnose and resolve hardware, software, operating system, and connectivity issues. 

• Support and troubleshoot Microsoft technologies, including: 

• Windows 11 

• Microsoft 365 (O365) 

• Azure Intune 

• Active Directory 

• Provision and configure new Windows PCs and iPhones through Microsoft Intune. 

• Deploy and manage applications for Windows and iOS devices. 

• Create, edit, and maintain Intune device management policies. 

• Configure and troubleshoot local and network printers. 

• Unpack, install, and set up computer equipment and peripherals at user workstations. 

• Troubleshoot Dell desktop and laptop hardware. 

• Respond to incidents, problems, and service requests in a timely manner. 

• Clearly explain technical solutions to both technical and non-technical users. 

• Collaborate with IT staff and business teams to support agency operations. 

• Provide occasional troubleshooting and support for large conference room and boardroom audio/visual (A/V) systems. 

• Assist with technology deployments, asset management, and documentation. 

Required Qualifications 

• Experience providing desktop support in a professional enterprise environment. 

• Strong working knowledge of: 

• Microsoft Windows 11 

• Microsoft 365 (O365) 

• Azure Intune device management 

• Active Directory 

• Experience troubleshooting software applications and Dell hardware. 

• Ability to support and manage desktop, laptop, mobile, and peripheral devices. 

• Strong analytical and problem-solving skills. 

• Excellent customer service and communication abilities. 

• Ability to work effectively both independently and as part of a team. 

• Ability to lift, unpack, transport, and install computer equipment and peripherals as needed. 

Preferred Qualifications 

• Experience with scripting and automation. 

• Experience with SFTP processes and file transfer technologies. 

• Familiarity with mobile device management best practices. 

• Experience supporting conference room and A/V technologies. 

• Exposure enterprise IT service management and ticketing systems.