Help Desk Support Technician | Desktop

Description/Deliverables

The Department's OIT is seeking the services of an experienced Client Technologies Technician under the working job title of Help Desk Support Technician.

Scope of Work/Job Characteristics

The Help Desk Support Technician will serve as the principal line of communication for the project team. The duties and responsibilities of this position are as follows:

Provide Tier 1 software, hardware, and network-related support;

Use documented procedures and checklists to assist end users with technical issues;

Use a ticket tracking system to log end-user information and a description of the issue;

Monitor ticket, phone, email, and other queues throughout the shift to provide support to end users;

Escalate problems to Tier 2 technical support; and

Communicate with the end users regarding the status of the resolution.

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 or master'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:

One (1) or more years of experience in a Help Desk or IT Support role;

One (1) or more years of experience in troubleshooting, logins, software, hardware, mobile devices, and network-related support calls;

One (1) or more years of experience using ticketing systems such as ServiceNow, Zendesk, or similar for logging, tracking, and resolving technical issues;

One (1) or more years of experience in supporting Windows operating systems, MS O365, and common desktop applications;

Ability to analyze, troubleshoot, and resolve issues with desktops, laptops, printers, and mobile devices;

Experience installing, maintaining, and supporting third-party applications;

Experience with remote support tools (e.g., TeamViewer, AnyDesk, Remote Desktop);

Strong verbal and written communication skills; and

Excellent customer service orientation and problem-solving ability.

NOTE: In addition to the above list, the selected Candidates must successfully complete a Level II Background Check.

Preferred Qualifications

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

- Experience supporting computers in a criminal justice environment;

- Experience working in a technical call center environment;

- Experience in Active Directory for account management and password resets;

- Certifications such as CompTIA A+, Network+, or equivalent; and

- Experience documenting solutions in a knowledge base or internal wiki.

Scope of Work/Job Characteristics

The Help Desk Support Technician will serve as the principal line of communication for the project team. The duties and responsibilities of this position are as follows:

Provide Tier 1 software, hardware, and network-related support;

Use documented procedures and checklists to assist end users with technical issues;

Use a ticket tracking system to log end-user information and a description of the issue;

Monitor ticket, phone, email, and other queues throughout the shift to provide support to end users;

Escalate problems to Tier 2 technical support; and

Communicate with the end users regarding the status of the resolution.

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 or master'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:

One (1) or more years of experience in a Help Desk or IT Support role;

One (1) or more years of experience in troubleshooting, logins, software, hardware, mobile devices, and network-related support calls;

One (1) or more years of experience using ticketing systems such as ServiceNow, Zendesk, or similar for logging, tracking, and resolving technical issues;

One (1) or more years of experience in supporting Windows operating systems, MS O365, and common desktop applications;

Ability to analyze, troubleshoot, and resolve issues with desktops, laptops, printers, and mobile devices;

Experience installing, maintaining, and supporting third-party applications;

Experience with remote support tools (e.g., TeamViewer, AnyDesk, Remote Desktop);

Strong verbal and written communication skills; and

Excellent customer service orientation and problem-solving ability.

NOTE: In addition to the above list, the selected Candidates must successfully complete a Level II Background Check.

Preferred Qualifications

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

- Experience supporting computers in a criminal justice environment;

- Experience working in a technical call center environment;

- Experience in Active Directory for account management and password resets;

- Certifications such as CompTIA A+, Network+, or equivalent; and

- Experience documenting solutions in a knowledge base or internal wiki.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.