Help Desk

Short Description

The Iowa Workforce Development Division of Vocational Rehabilitation Services (IWD-VRS) is seeking a dedicated Desktop Support Technician.

Complete Description

The Iowa Workforce Development Division of Vocational Rehabilitation Services (IWD-VRS) is seeking a dedicated Desktop Support Technician to join the IVRS IT Help Desk team. This position will provide Tier 1 and Tier 2 support to IVRS staff and leadership assisting with technical issues communicating with non-technical users and escalating issues as needed. The role includes software installation computer imaging and other related IT tasks.

Key Responsibilities :

Provide desktop / laptop / thin client support both desk-side and remotely.

Install patch and troubleshoot Windows 7 / 10.

Troubleshoot issues with Microsoft 2019 and Office 365 products.

Configure and troubleshoot Windows networking (TCP / IP).

Escalate issues to next-level support or management as appropriate.

Troubleshoot issues with Microsoft Edge and Google Chrome.

Provide support using remote tools.

Install and troubleshoot a variety of in-house developed and third-party software.

Troubleshoot desktop and network printer issues.

Support Google Workspace products.

Support Apple devices (iPad iPhone).

Understand and support Microsoft Active Directory (client-side).

Implement hard drive encryption preferably using Bitlocker and McAfee.

Modify system registry as needed.

Qualifications :

Required Experience :

4 years of experience in PC support (desktop / laptop / thin client).

4 years of experience with Windows 7 / 10 installation patching and troubleshooting.

4 years of experience troubleshooting Microsoft 2019.

4 years of experience with Windows networking (TCP / IP) configuration and troubleshooting.

4 years of experience escalating issues to next-level support / management.

4 years of experience troubleshooting Microsoft Edge and Google Chrome.

4 years of experience providing support with remote tools.

4 years of experience installing and troubleshooting a variety of software.

Experience in support of Microsoft Office 365 products.

Experience in Apple device support (iPad iPhone).

Thorough understanding of Microsoft Active Directory (client-side).

Experience with hard drive encryption preferably Bitlocker and McAfee.

Desired Experience :

Ability to troubleshoot desktop and network printer issues.

Experience with Google Workspace products.

Ability to modify the system registry.

Education :

Preferred : 4-year degree or equivalent technical study.

Certifications :

Industry certifications (A Network MCP etc.)

Communication :

The candidate must have strong communication skills to effectively liaise with IT staff and non-technical users ensuring timely execution of tasks.

Key Skills

user account,Active Directory,Customer Service,Information Technology,desk support,End user,Project Management,Phone Calls,service levels agreement,Desk Staff,Ltil,Procedures,Setup,hardware,Technical Support

Employment Type : Full Time

Experience : years

Vacancy : 1