IT Help Desk Support Services

Job Summary

Seeking a help desk specialist who will be responsible for the timely delivery of technical support services to agency staff.

Specialist will provide advanced front-line support for the deployment, maintenance, and troubleshooting of personal computers and related technologies, including mobile devices; install, configure, troubleshoot, and perform complex repairs to employee hardware and software systems; and provide technical assistance and guidance to staff.

Provide support for the Agency in maintaining and modernizing its endpoint management environment across macOS, Windows, and mobile platforms, while promoting operational excellence through the development of standard operating procedures, knowledge base articles, and automation scripts.

Work collaboratively with the Agency's existing Service Desk personnel and coordinate with internal Tier III Engineering, Network Operations, and Cybersecurity teams to ensure consistent, high-quality service delivery.

Duties

• Provide prompt and professional technical support to end-users via help desk tickets, phone, or email, ensuring issues are resolved efficiently.
• Troubleshoot and resolve hardware problems related to computers, mobile devices, printers, and peripherals.
• Diagnose and fix software issues across operating systems such as Windows and macOS, including application errors and configuration problems.
• Manage network troubleshooting tasks involving LAN (Local Area Network), TCP/IP protocols, DNS configurations, VPNs, firewalls, and network connectivity issues.
• Administer Active Directory accounts, including user creation, permissions management, group policies (GPO), and password resets.
• Support IT infrastructure components for software deployment and updates.
• Assist with computer management tasks including OS upgrades, hardware replacements, and system imaging using tools like SCCM or Jamf for macOS devices.
• Collaborate with network administrators to monitor network per...