IT Desktop Support Technician II

General Job Summary : Under general direction, performs a variety of field level information technology support involving the resolution of software and hardware related problems involving desktop computers, peripherals, and networked systems for Agency offices and remote sites; provides on-site and phone consulting, coordination, and troubleshooting for end-users; coordinates assigned activities with appropriate department, division, and outside agencies; provides lead direction and oversight on special projects and handles more difficult and complex troubleshooting cases; and provides additional support to department / division as directed. Essential Functions :

• Provides Desktop Services support as required for the role and follows policies and procedures with the handling of all technology hardware / software.
• Create and maintains appropriate Desktop Services documentation including knowledge articles, system documentation, and process workflows.
• Resolves tickets Desktop Service ticket queue within Service-Now.
• Performs activities related to Desktop Field services quality, including efficient ticket management, small projects and activities coordination within IT.
• Performs troubleshooting duties involving the resolution of software and hardware related problems involving desktop computers, peripherals and networked systems for office and remote site locations; works with operations and maintenance staff management and staff to support ongoing growth of personnel and the required hardware and software requirements needed to fulfill their positions; move and relocation of workstation hardware and printer as assigned.
• Reviews hardware and software requirements for remote staff including computers, monitors, printers, and other peripherals; and works with the Service Desk to complete remote site setup in a timely, efficient manner.
• Provides support to the department on matters as directed; serves as staff on a variety of committees; attends and participates in professional group meetings; maintains awareness of new trends and developments in field technologies related to area of assignment; incorporates new developments as appropriate; ensures processes, policies and practices are interpreted and applied consistently and effectively; ensures accountability and compliance with all current and applicable state and federal laws, Agency policies and procedures, rules and regulations.
• Provides telecommunications support including add / change / removal of VOIP User and Conference phones.
• Evaluates technology requests for assistance by studying specifications against current system configurations and recommends purchase and / or installation of equipment and / or software.
• nalyzes Desktop Services ticket queue for trends and recommends corrective actions.
• Provides technical assistance throughout application / hardware implementation to ensure smooth transition and sustainability for the organization.
• User computer equipment moves as scheduled.
• It is the personnel of all employees to integrate sustainability into everyday business practices.
• Customer focused and strong communication skills.
• Other duties as assigned.

Minimum Qualifications : Education & Experience : High School Diploma / GED supplemented by Technical School / College with coursework in information technology or a related field and three years of information technology experience in end-user support in an enterprise environment, that includes troubleshooting, maintenance, and imaging and installation of desktop / laptop computer systems and / or network systems and includes troubleshooting, effective ticket management through applied tools and knowledge of ITIL best practices; OR an equivalent combination of education and experience. Required Licenses or Certifications :

Required Knowledge of :

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