Desktop Support Technician I​/II​/III

The Desktop Support Technician is responsible for the day-to-day management of the organization's PCs, thin clients, terminals, monitors, laptops, handheld devices and other network connected or related hardware. This position is also responsible for the proper execution of software residing on the desktop systems. The Desktop Support Technician works closely with the network and server administrators to support network and server infrastructure as required to keep the end user systems functioning correctly.

Duties of the desktop support technician include installing, configuring, and upgrading PCs, laptops and related equipment, diagnosing and troubleshooting both common and unusual hardware and software problems. Performing preventive maintenance on the organization's PC equipment, installing required software patches, ensuring the connectivity of PCs, laptops, handhelds and other computing devices on the local area network (LAN) and wide area network (WAN) and remote network, setting up and maintaining locally connected and networked printers, and connecting needed peripheral equipment.

Other duties can include supporting and maintaining conference room systems, special events and meeting support.

Desktop Support Technician I – provides entry level technical assistance to County Employees. Under direct supervision, this position assists in setting up workstations, installing standard software by department, and performing basic troubleshooting. This role ensures courteous and timely resolution of routine issues to support the department’s daily operations and customer service objectives. Escalates complex problems to tier II or III technicians as appropriate.

Desktop Support Technician II – performs intermediate-level technical support work in the installation, maintenance, and troubleshooting of County computer systems, applications and related equipment. Operating with limited supervision, this role serves as a key contact for resolving escalated technical issues, supporting system upgrades, and assisting end-users across departments. The position may provide guidance to tier I technician, and contributes to the development and documentation of County IT procedures to ensure consistent and timely service delivery aligned with County standards.

Desktop Support Technician III – provides advanced technical support and leadership in the delivery of end-user services across County departments. This senior-level position resolves complex technical problems, leads technology deployments, testing, compatibility, and ensures compliance with County IT security, software and hardware standards. The Technician III coordinates with IT teams and serves as a mentor to Tech I and Tech II employees, playing a critical role in supporting the Department’s mission through reliable and secure technology services.

• Deploy, configure, update and maintain desktops, laptops, monitors, and related peripherals.
• Assist on updating firmware and software on the end user computing environment.
• Assist in scheduled computer replacements and upgrades
• Troubleshoot and resolve desktop, software, peripheral, and application issues.
• Maintain an internal knowledge base for troubleshooting and support efficiency.
• Escalate technical issues as needed, with Tier III providing the final escalation path.
• Collaborate with vendors and external partners for hardware and software solutions.
• Ensure accurate and detailed documentation in the ITSM system.
• Maintain an asset inventory of computers, tablets keyboards, scanners, monitors and other end user devices.
• Uphold the County's mission to serve the community with integrity and innovation.
• Perform additional duties as required.

• Assist in the recommendation of solutions and improvements
• Assist in the development and maintenance of technical standards, procedures, and techniques for the resolution of end point service issues to ensure maximum system availability and performance levels
• Provide updates regarding the performance and availability of the end user computing environment and proactively work to resolve problems
• Troubleshooting application…