Desktop Support Technician (Tier 2)

ASSYST is seeking a Desktop Support Technician (Tier 2) to support our client project in Tallahassee, FL.

Scope of Work:

• 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.

Required Experience:

• 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;
• 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 Experience:

• 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.

Education:

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.

ASSYST is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law