Field Desktop Support Specialist

Select how often (in days) to receive an alert:

Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.

About the Indiana Office of Technology (IOT):

The Indiana Office of Technology provides cost-effective, secure, consistent, reliable enterprise-technology services to our partner agencies so that they can better serve our mutual customer, the Hoosier taxpayer. IOT will also act as the technology and solution enabler for the State, helping its partner agencies achieve business objectives and innovation.

The Field Desktop Support Specialist provides desktop and software support for State agencies in the Fort Wayne, Indiana field office and will serve Adams, Allen, Huntington and Wells counties. Travel is required to state agency sites within the service area. Staff receive mileage reimbursement for using personally owned vehicles for travel and transporting equipment. Issues that can't be resolved by the Field Desktop Support Specialist will be escalated to a Senior technician for Tier 3 Support.

Key outcomes for this role are:

• Maintain productive working relationships with agencies and coworkers.
• Assist with equipment relocations and ensure that network connectivity is available. Transport and set up devices and evaluate network capacities.
• Load approved software, back up data, and restore data, ensuring that all equipment is operating at optimal performance levels.
• Complete break fix, diagnosing, troubleshooting, hardware repair, and network issues.
• Provide remote support to agencies and end users.
• Ensure excellent customer service for the end users.

This position is in the Fort Wayne, Indiana, field office and will serve Adams, Allen, Huntington, and Wells counties. Resiency in the service area is preferred. Reliable transportation is essential. Work-related travel is reimbursed.

The salary for this position traditionally starts at $55,224 but may be commensurate with education or work experience.

• Installing Windows OS, software applications, and Microsoft updates on all devices.
• Processing and updating Job Orders from the Inventory Database for accuracy.
• Return devices back to stock for redeployment and remove devices from Active Directory to update billing records.
• Transport, Receive and Ship devices to office locations throughout the state maintaining inventory database records.
• Maintain loaner pool, immediate response pool and vaccination center equipment for immediate re-deployment.
• Maintain Warranty Certifications.
• Perform hardware break/fix on devices covered under warranty.
• Troubleshoot break/fix devices to assist Desktop Support and PC Refresh technicians.
• Maintain inventory stock by keeping accurate records in inventory database and room is neat and organized.
• Provide support to agency on site personnel who need assistance
• Communicates directly with Dispatch, Tier 3 Support, Software Distribution and Security Team for device support with Mail Orders, Imaging, Software Applications and support of International Travel devices.
• Provides support for Deployment Room staff.
• Provide support to PC Refresh Project Managers.
• Performs new Asset (device) uploads in the inventory database.
• Provides back up to LAN Administrator Manager while out of the office.

The job profile is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time.

This position is exempt from overtime compensation for additional work hours that may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.

Credentials:

• Bachelor's Degree and 1+ year of experience, or
• Associate's Degree and 2+ years of experience, or
• 3 years of experience applying the below, outlined knowledge, skills, and abilities in a similar role.
• Related certifications and coursework may be considered for education or experience.
• Working knowledge of Service Now preferred.
• Working knowledge of Beyond Trust preferred.
• Working knowledge of network operating systems.
• Working knowledge of local area network concepts.
• Working knowledge of technology equipment including operating characteristics and limitations.
• Working knowledge of operating systems and networking protocols.
• Ability to read and understand complicated technical manuals on hardware, software, and technical tools and be able to apply it.
• Able to perform essential functions with or…