Desktop Support

Job Description

We are seeking an experienced and customer-focused IT Support Specialist to provide front-line technical support and assist with daily IT operations. The ideal candidate will have at least 2 years of experience in help desk or desktop support, strong troubleshooting abilities, and excellent customer service skills.

This role involves supporting agency employees with hardware, software, account access, and technical issues while ensuring timely resolution and proper documentation. The position offers an opportunity to transition into a full-time state position upon successful completion of the contract period.

Key Responsibilities

• Serve as the first point of contact for IT-related issues via phone, email, and in-person requests.

• Provide technical support and troubleshooting for desktops, laptops, printers, mobile devices, and Microsoft 365 applications.

• Diagnose and resolve common hardware, software, network, and system-related issues.

• Manage user accounts, password resets, access requests, and security group memberships.

• Escalate complex technical issues to senior IT teams or managed service providers.

• Create, update, and track support tickets while ensuring timely resolution.

• Perform post-maintenance testing and report any system or application issues.

• Assist with hardware installations, equipment rollouts, software updates, and IT projects.

• Maintain accurate IT asset inventory, including equipment assignments, deployments, and replacements.

• Coordinate hardware repairs, warranty claims, and vendor support requests.

• Provide guidance to employees on IT best practices, security policies, and technology usage.

• Maintain confidentiality when handling sensitive financial and business information.

• Participate in occasional after-hours support and scheduled maintenance activities.

Required Skills

1. Minimum 2+ years of experience in Help Desk, Desktop Support, or IT Technical Support.

2. Strong working knowledge of Windows operating systems.

3. Experience supporting Microsoft Office and Microsoft 365 applications.

4. Knowledge of desktop, laptop, printer, and peripheral troubleshooting.

5. Strong technical troubleshooting and problem-solving skills.

6. Excellent verbal communication and customer service abilities.

Preferred Skills

• Experience with Active Directory and Microsoft Entra ID.

• Familiarity with Microsoft Intune and device management.

• Experience with IT ticketing systems and service desk tools.

• Knowledge of IT asset management and inventory tracking.

• Experience working with Managed Service Providers (MSPs).

• Understanding of ITIL processes and service management practices.