Desktop Support Technician

The PC Support 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;

• Perform software installations and rollout of new software packages, upgrades, and new desktops

• hardware;

• Maintain desktop software and hardware;

• 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 technical support;

• Documents problems and resolutions;

• Perform end-user training, as required;

• Provide quality customer service;

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

• Implement prototypes to validate technical requirements and vendor specifications.

NOTE: The Help Desk is open 24 hours a day, 7 days a week; therefore, shift start times and durations may vary each week, and holiday coverage may be required.

Required Qualifications

A bachelor's degree from an accredited college or university in Computer Science, Information Systems, or other related field, or four (4) 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 (OS), including, but not limited to, Windows OS, Office, Outlook, and Internet Explorer; and

• Experience installing and troubleshooting computer hardware and software, including, but not limited to, PCs, printers, and peripherals in both a network and standalone environment.

Preferred Qualifications

The Department prefers the Candidates to have the following experience, skills, and/or knowledge for this position:

• Experience solving computer problems over the phone and troubleshooting PC and peripheral-related problems;

• Knowledge of Transmission Control Protocol/Internet Protocol (TCP/IP);

• Experience with installing and troubleshooting 3270 emulation software;

• Experience installing, diagnosing, and repairing hardware to include, but not be limited to, hard drives, Random Access Memory (RAM), processors, Compact Disc Rewritable (CD-RW), Digital Versatile Disk Rewritable (DVD-RW), multimedia kits, and other peripherals;

• Experience using imaging software for deploying desktop PCs;

• Experience providing Voice Over Internet protocol (VoIP) phone support and Virtual Private Network (VPN) client support;

• Experience working for a criminal justice agency;

• Knowledge of IT standards in a criminal justice environment; and

• Experience supporting end users in a criminal justice environment