Desktop Support Specialist

Position: IT - SCDOT - Client Technologies Technician - Entry (IT Customer Support Specialist III)

Location: Onsite: 955 Park Street, Columbia, SC, 29201

Duration: 12 months contract position with strong possibility of extension

Shift timing: Mon- Fri: 8 am- 5 pm (8 hrs/day & 40 hrs/week)

Pay Rate: $37/hr on W2

JOB ID- 8826

Candidate location: Candidate MUST be a SC resident

Why is this position open:

The South Carolina Department of Transportation (SCDOT) is seeking an applicant to assist under general supervision of the IT Manager II for Desktop Support, Regional Technician I for Headquarters and District 1, or Endpoint Technician I. They will provide technical assistance, manage laptop, tablet, and workstation builds, and assist with deployments.

Summary:

The South Carolina Department of Transportation (SCDOT) is seeking an applicant to assist under general supervision of the IT Manager II for Desktop Support, Regional Technician I for Headquarters and District 1, or Endpoint Technician I. Provide technical assistance to departmental personnel in the setup, installation, maintenance and proper usage of desktops, laptops, tablets, printers, scanners, monitors, application software, local area network, and associated equipment for headquarters building under the management of Information Technology Services (ITS). Manages building laptops, tablets, and workstations using Microsoft Endpoint Configuration Manager (MECM). Confirming the installation is successful by ensuring the BitLocker Key is stored in Active Directory and InTune, and that the Microsoft Endpoint Configuration Manager Client is installed. Ensure that desktops, laptops, and tablets fully check in 2.5 hours after the MECM Task Sequence completes. Assist with deployment of endpoints and associated devices that make up an end-user setup in the Headquarters building

Responsibilities:

Daily Responsibilities:

• Build desktops, laptops, and tablets, using Microsoft Endpoint Configuration Manager.

• Ensure the BitLocker encryption key is successfully stored in Active Directory and InTune.

• Ensure the Microsoft Endpoint Configuration Manager Client is installed on each desktop, laptop, and tablet during the build process.

• Ensure each desktop, laptop, and tablet stay connected to the NTS Network for

at least 2.5 hours after build completes.

• Ensure that all software listed on the build sheet is installed on each desktop,

laptop, and tablet built.

• Ensure that each desktop, laptop, tablet, docking station, 27” monitor, printer,

scanner, and any other tracked asset assigned to an end-user is properly

documented in the designated IT Services asset Management system in

accordance with the Desktop Support Asset Management procedure manual.

• Diagnoses and resolves problems reported by users on endpoint hardware

and/or software. Record work performed in the Help Desk ticket system.

• Perform routine maintenance and repair on equipment or contact vendor support

of equipment repair.

• Assists with removal and disposal of obsolete equipment using the electronic TID

and Request to Dispose of Accountable Equipment and other components,

salvaging any usable parts.

• Performs other related duties as required.

Monthly Responsibilities:

• Ensure that all SCDOT Commission back up tablets are connected by patch

cable to the NTS Network to receive Patch Tuesday Patches. Login is not

required.

• Tablets should be powered on using a power cord and connected by patch cable

on the second Friday of each month and remain connected until 12pm the

following Wednesday.

• Login using the local account before shutting the tablet down on the following

Wednesday.

• All iPads should be powered on using the appropriate power cable and charging

brick for the same amount of time as the SCDOT Commission tablets. Login not

required.

Required Skills:

• 4 years of experience in desktop and networked systems support; extensive knowledge of desktops, laptops, tablets, printers, and scanners.

• 2 years of experience in computer deployments, operation, and repair

• 2 years of experience in hardware and software installation

• 2 years of experience with Microsoft Endpoint Configuration Manager

• Experience supporting Microsoft Office Suite including but not limited to Edge Browser, Excel, Outlook, PowerPoint, and Word.

• Expertise in supporting Microsoft Windows.

• Requires the exertion of 50 pounds of force occasionally.

• Requires the exertion of 20 pounds of force frequently.

Preferred Skills:

• Experience working with a help desk ticketing system

• Experience with NTS Network

• Experience with Active Directory or InTune

Required Education/Certifications:

• High School diploma.

• Associate or a bachelor’s degree in a related field. May be substituted for required work experience.

Interview Process:

• 1st round video

• A second interview may be requested (onsite)

Reporting Structure:

• Reports to: Management in Desktop Support at SCDOT Headquarters Building