End User Desktop Support Technician

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End User Desktop Support Technician

The End User Desktop Support Technician is responsible for delivering onsite and remote technical support to end users across one or more client agencies. This position provides comprehensive support for desktop computers, laptops, mobile devices, tablets, printers, peripherals, and related software while ensuring reliable and secure operation of end-user computing environments.

Working within an ITIL-based service management framework, the technician installs, configures, maintains, and troubleshoots enterprise hardware and software while delivering exceptional customer service. The role supports Microsoft Windows operating systems, standard productivity applications, collaboration platforms, and agency-specific technologies. The technician also participates in equipment deployments, asset management, technical projects, and continuous service improvement initiatives.

The position may require travel to multiple client locations to support operational requirements and technology deployments.

• Install, configure, maintain, and troubleshoot desktop computers, laptops, tablets, mobile devices, printers, scanners, and peripheral equipment.
• Diagnose and resolve hardware, software, operating system, application, network connectivity, and peripheral issues.
• Install, upgrade, configure, and support Microsoft Windows operating systems, standard desktop applications, security software, encryption tools, and endpoint management solutions.
• Provide technical support for collaboration and conferencing platforms, including Microsoft Teams, Zoom, Cisco Webex, Google Meet, Cisco Jabber, and other approved communication tools.
• Prepare, configure, and deploy laptops and related equipment for remote users.

• Deliver professional, courteous, and customer‑focused technical support while meeting or exceeding established Service Level Agreements (SLAs) and Service Level Objectives (SLOs).
• Document, update, and manage all incidents, service requests, and technical activities within the Service Now IT Service Management (ITSM) platform.
• Communicate regularly with end users regarding incident status, estimated resolution times, and completed work.
• Ensure all ticket documentation is accurate, complete, and compliant with organizational ticket handling standards.
• Manage assigned incidents and service requests to ensure timely resolution and compliance with service delivery metrics.
• Create, update, and maintain Service Now tickets for all customer interactions and technical activities.
• Support user account creation, access management, and privilege administration in accordance with organizational policies.
• Prioritize work effectively while balancing operational support and project assignments.

• Collaborate with Service Desk personnel, infrastructure teams, cybersecurity staff, and other technical support groups to resolve complex issues.
• Research emerging technologies, troubleshoot recurring problems, and recommend solutions that improve service quality.
• Share technical knowledge, best practices, and documented solutions with team members to enhance organizational knowledge management.
• Participate in cross‑functional initiatives that improve operational efficiency and customer experience.

• Participate in desktop refreshes, operating system upgrades, hardware deployments, software rollouts, and other technology initiatives.
• Maintain project documentation and communicate project status, risks, milestones, and deliverables to supervisors and project teams.
• Support technology implementations while minimizing disruption to end users.

• Assist with inventory management activities, including asset tracking, equipment deployment, moves, additions, and changes.
• Maintain accurate asset records in accordance with organizational asset management policies.
• Support physical inventory audits and lifecycle management of end‑user technology assets.

• Associate’s degree in Information Technology, Computer Science,…