Desktop Support Technician, Associate

Desktop Support Technician, Associate

Position Summary

Provides intermediate technical support for HRSA desktop systems and enterprise applications. This role performs advanced troubleshooting, supports workstation lifecycle activities, assists with asset management processes, and participates in a scheduled Queue Manager rotation to support ticket triage and routing. Associate level technicians also conduct regional site visits and provide eSource Room support.

Essential Duties and Responsibilities

• Troubleshoot moderately complex incidents and service requests involving workstation hardware, software, authentication, printers, and network connectivity.
• Participate in a scheduled Queue Manager rotation, performing ticket triage, prioritization, and routing within ServiceNow.
• Create, update, and close tickets in ServiceNow, ensuring incidents and service requests include complete troubleshooting documentation and customer communication records.
• Troubleshoot software installation issues and support enterprise applications used by HRSA personnel.
• Install software using approved deployment methods and verify functionality upon completion.
• Troubleshoot network connectivity issues involving wired, wireless, VPN/Zscaler, docking stations, and remote connectivity.
• Provide support for enterprise collaboration platforms including Outlook, Teams, OneDrive, and SharePoint.
• Perform workstation lifecycle activities including device provisioning, break/fix replacements, operating system upgrades, and refresh deployments.
• Configure workstations for new hires, including installation of role-based software and validation of system access.
• Provide troubleshooting support for HP network printers, local printers, and Konica multifunction printers, escalating vendor-related issues when necessary.
• Provide walk-up support in the eSource Room, assisting users with hardware, software, printers, peripherals, and network connectivity issues.
• Support asset management activities by assisting with device tracking, inventory validation, equipment staging, and coordination with the Asset Manager.
• Assist with device shipping, receiving, packaging, and staging activities supporting deployments and replacements.
• Conduct regional site visits to HRSA regional offices to perform preventive maintenance, equipment checks, and user support activities.
• Identify recurring technical issues and communicate findings to senior technicians or supervisors.
• Share knowledge and provide technical guidance to Junior technicians.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent combination of education and experience.
• Minimum 3 years of experience providing desktop or help desk support in an enterprise IT environment, including troubleshooting workstation hardware, software applications, printers, and basic network connectivity issues.
• Ability to obtain and maintain a federal Public Trust (Tier 2) background investigation and HHS PIV credential.
• Preferred Qualifications (At least one of the following certifications is required):
  • CompTIA Network+
  • CompTIA Security+
  • ITIL 4 Foundation