Position Overview
We are seeking an experienced Desktop Support Technician (Intermediate) to join our IT team in Warwick, Rhode Island. This position plays a critical role in supporting end users, maintaining desktop and mobile technologies, and ensuring the smooth operation of the agency's technology environment.
The successful candidate will work closely with existing Technical Support staff and collaborate with teams across the agency to troubleshoot issues, fulfill service requests, deploy new technologies, and provide outstanding customer service. This position requires both strong technical expertise and the ability to communicate effectively with users of varying technical backgrounds.
Key Responsibilities
Provide technical support via phone, email, ticketing system, and in-person assistance.
Diagnose and resolve hardware, software, operating system, and connectivity issues.
Support and troubleshoot Microsoft technologies, including:
o Windows 11
o Microsoft 365 (O365)
o Azure Intune
o Active Directory
Provision and configure new Windows PCs and iPhones through Microsoft Intune.
Deploy and manage applications for Windows and iOS devices.
Create, edit, and maintain Intune device management policies.
Configure and troubleshoot local and network printers.
Unpack, install, and set up computer equipment and peripherals at user workstations.
Troubleshoot Dell desktop and laptop hardware.
Respond to incidents, problems, and service requests in a timely manner.
Clearly explain technical solutions to both technical and non-technical users.
Collaborate with IT staff and business teams to support agency operations.
Provide occasional troubleshooting and support for large conference room and boardroom audio/visual (A/V) systems.
Assist with technology deployments, asset management, and documentation.
Required Qualifications
Experience providing desktop support in a professional enterprise environment.
Strong working knowledge of:
o Microsoft Windows 11
o Microsoft 365 (O365)
o Azure Intune device management
o Active Directory
Experience troubleshooting software applications and Dell hardware.
Ability to support and manage desktop, laptop, mobile, and peripheral devices.
Strong analytical and problem-solving skills.
Excellent customer service and communication abilities.
Ability to work effectively both independently and as part of a team.
Ability to lift, unpack, transport, and install computer equipment and peripherals as needed.
Preferred Qualifications
Experience with scripting and automation.
Experience with SFTP processes and file transfer technologies.
Familiarity with mobile device management best practices.
Experience supporting conference room and A/V technologies.
Exposure to enterprise IT service management and ticketing systems.
Why Join This Opportunity?
This role offers the opportunity to work with a diverse mix of modern Microsoft technologies while supporting a dynamic user community. The ideal candidate will enjoy hands-on technical work, problem-solving, technology deployment, and delivering exceptional customer support in a collaborative environment.
