Endpoint Technician II

This employee will serve as a Help Desk Technician and will be responsible for troubleshooting and resolving highly complex software and hardware issues for DNR's end-users.

• Addressing end user tickets (service requests, trouble tickets) within 24 hours. This includes:
  • prioritizing/sorting the ticket
  • documenting communication and troubleshooting steps
  • resolving the ticket or escalating ticket to appropriate team
  • assuring assistance is provided in a satisfactory manner via follow-up communications with end user
• Engaging in all requests for service or support (phone, email, walk-ups, etc.)
• Providing training, assistance, and guidance to DNR staff in commonly used technologies, operating systems, and software applications as needed.
• Installing, configuring and deploying computer workstations, mobile devices and peripheral equipment including hardware, software and firmware for agency staff.
• Configuring systems to operational standards including transferring user files, installing and testing application software, connecting systems to DNR network infrastructure, mapping appropriate network-based storage and printer/plotter output devices and validating proper operation.
• Assisting in the setup of Audiovisual equipment.
• Performing preventive maintenance support on all agency computers and peripherals to prevent potential system failure.
• Ensuring software, drivers and operating systems are current and up to date on all devices.
• Verifying that all computers have PDQ and Bitdefender installed and are using the most current versions.
• Running virus scans and other diagnostic tools as needed.
• Conducting IT asset inventory maintenance.
• Ensuring adherence with IT asset inventory policies for deployment, transfer, turn-in, and disposal.
• Ensuring adherence to CJIS and PCI compliance when managing IT asset inventory.
• Supporting mobile device deployments using the agency's MDM, ensuring all devices meet required standards.
• Maintaining accurate records of active accounts across all cellular service providers and active agency users.
• On-Call rotation (one week).

A bachelor's degree in information or computer science or related field and four (4) years experience in automated information or communication system design, installation and operation including at least one (1) year experience as webmaster for medium to large enterprise with extensive technical background. A high degree of technical knowledge, proficiency, and experience in troubleshooting, installation, maintenance, assembly, disassembly, upgrades, repair, and the use of common desktop PC hardware, software and peripherals.

Experience building system images and deploying them, as well as supporting current versions of operating systems and software, including Microsoft Windows, Office 365 and MAC. Additional required knowledge includes network connectivity and server troubleshooting (such as Ethernet, TCP/IP, DHCP, DNS, Windows Active Directory, and print servers). Internet communication tools (web, email, FTP), and audio-visual setup and troubleshooting.

Strong interpersonal skills to effectively communicate with and assist users in person, by phone, email, remote desktop, or web conference. Ability to produce clear written documentation- including FAQs, change-management materials, reports, user instructions, and other technical documents. Strong critical thinking and deductive reasoning skills to solve moderately complex technical problems. Exceptional organizational skills, attention to detail, and a strong commitment to system integrity, security, and proper backup procedures.

Ability to participate in frequent travel to multiple DNR locations. Strong customer service abilities and clear written and verbal communication skills. Ability to explain technical concepts in a way that non-technical users can easily understand. Ability to work effectively in a fast-paced, complex and dynamic environment, prioritizing tasks and resolving issues quickly. Ability to perform multiple tasks simultaneously, lift heavy objects and use hand tools when working with small delicate computer components.

CompTIA Network + and Security + preferred. This position requires participation in an on-call rotation, and occasional evening or weekend availability may be necessary during emergency situations.