Network Help Desk Technician

Job Summary

The Network Help Desk Technician provides front-line technical support to agency employees and assists with the installation, configuration, maintenance, and troubleshooting of end-user technology. The position serves as a primary point of contact for routine technology support requests involving Windows computers, Dell desktops and laptops, Google Workspace, printers and peripherals, mobile devices, user accounts, network connectivity, and agency technology systems. The employee also provides first-level support and administration for the agency’s Verkada environment, including cameras, physical access-control systems, user access, and related devices as authorized. The position emphasizes responsive customer service, accurate documentation, timely resolution of support requests, protection of agency information, and reliable operation of technology used by employees to deliver services to the community.

Responsibilities

Serves as a primary point of contact for employee technology questions, incidents, and service requests via telephone, email, ticketing system, remote-support tools, and in-person contact.

· Creates, categorizes, prioritizes, updates, and closes help-desk tickets according to established procedures, maintaining accurate ticket notes and documentation.

· Diagnoses, troubleshoots, and resolves routine hardware, software, account, printing, connectivity, peripheral, and application problems for Windows and Dell endpoints.

· Installs, configures, provisions, images, patches, and deploys Dell desktop and laptop computers, monitors, docking stations, and approved agency applications.

· Provides remote and onsite technical assistance to agency employees across multiple locations, maintaining clear communication regarding support status.

· Provides first-level technical support, user account modification, credential/badge administration, and device troubleshooting for the agency's Verkada environment.

· Assists with employee onboarding, position changes, and offboarding activities involving user accounts, system access, and Google Workspace applications.

· Manages routine Google Workspace account activities, including password resets, multi-factor authentication issues, and authorization within delegated permissions.

· Maintains accurate inventory and tracking records for desktops, laptops, mobile devices, and other assigned IT equipment, applying agency asset tags as required.

· Performs first-level troubleshooting of wired and wireless network connectivity, verifying physical connections and basic TCP/IP configurations.

· Creates and maintains help-desk procedures, troubleshooting instructions, knowledge-base articles, and user technology guides.

· Immediately reports suspicious account activity, phishing attempts, malware, lost equipment, or other potential cybersecurity incidents.

Requirements

* Graduation from an accredited high school or possession of a high school equivalency credential and a minimum of two years of experience providing computer, help-desk, desktop-support, or related

technical support; OR an Associate’s degree in Information Technology, Computer Science, Information Systems, Cybersecurity, Networking, or a related field and one year of relevant technical-support experience; OR an equivalent combination of education, technical training, certifications, and experience sufficient to demonstrate the required knowledge, skills, and abilities.

*Preferred Qualifications:* CompTIA A+, Google Workspace, Dell, Network+, or comparable industry certification, and experience providing technology support within a nonprofit, government, educational, healthcare, or human-services organization.

Pay: $26.72 - $37.41 per hour

Expected hours: 40.0 per week

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person