Helpdesk Support / Desktop Support

Position: Help Desk Support

Location: Annapolis, MD (Onsite)

Duration: 6+ Months and Extendable

Client: State of MD (Anne Arundel County Dept of Health)

Description:

JOB DESCRIPTION: 
Anne Arundel County is seeking a skilled and dependable PC/Laptop Imaging & Deployment Technician to support a 6-month hardware refresh initiative for Anne Arundel County. In this role, the selected candidate will be based out of the County office in Annapolis, MD, and will be responsible for imaging and deploying new Dell laptops and desktop PCs to county employees there as well as across multiple Anne Arundel County office locations.
The ideal candidate is hands-on, organized, and comfortable working directly with end users in a professional government environment.

Key Responsibilities:
•       Image Dell laptops and desktop PCs using standard county-approved deployment tools and processes
•       Deploy newly imaged equipment to employees at Anne Arundel County office locations
•       Transport equipment (laptops, desktops, all-in-one workstations) safely between county facilities using a provided county vehicle
•       Unhook, document, and retire existing/old hardware units during the refresh process
•       Set up and configure new PCs and laptops for end users, ensuring a smooth transition from old to new equipment
•       Install approved software packages on deployed devices as part of the standard build or as directed
•       Assist end users with familiarization of new equipment and address questions or concerns at the point of deployment
•       Troubleshoot and resolve hardware, software, and connectivity issues identified on newly deployed equipment
•       Maintain accurate records of deployed, retired, and in-progress equipment throughout the project lifecycle
•       Coordinate with project leads and IT staff to prioritize and schedule deployments across county locations
•       Adhere to county IT policies, security protocols, and professional standards at all times

Required Qualifications & Skills: 
Technical Skills
Prior experience supporting hardware refresh or large-scale PC deployment projects.
Hands-on experience with PC/laptop imaging using tools such as Microsoft Deployment Toolkit (MDT), SCCM/MECM, or similar imaging solutions
Proficiency in deploying and configuring Dell laptops and desktop/all-in-one hardware
Working knowledge of Windows 10/11 operating system installation, configuration, and troubleshooting
Ability to install and configure software packages and applications in a Windows environment
Familiarity with basic network connectivity setup (domain joining, VPN, network drives, printers)
Experience with hardware swap procedures: disconnecting peripherals, replacing units, and reconnecting in an office setting
General hardware troubleshooting skills (boot issues, peripheral connectivity, driver problems, etc.)

Professional & Soft Skills
•       Strong customer service orientation and ability to communicate technical concepts clearly to non-technical end users
•       Ability to work independently and manage time effectively across multiple deployment sites
•       Detail-oriented with strong documentation habits for asset tracking and project recordkeeping
•       Physical ability to lift and transport equipment (up to 50 lbs.) and work in varied office environments
•       Valid driver''''s license and clean driving record (required for county vehicle operation)
•       Professional demeanor appropriate for a government/public sector environment

Desired Qualifications:
•       CompTIA A+ certification or equivalent technical certification
•       Experience working in a government, public sector, or enterprise IT environment
•       Familiarity with Active Directory for user account and machine management
•       Experience with asset management or ITSM ticketing systems (e.g., ServiceNow, Jira, Remedy)
•       Knowledge of BitLocker or other disk encryption solutions used in enterprise deployments
•       Experience with Dell-specific tools such as Dell Command | Deploy or Dell BIOS configuration utilities
•       Familiarity with Microsoft 365 / Office suite setup and activation in enterprise environments