Desktop Support Technician, Senior

Overview

Under general direction, analyzes, troubleshoots, supports, and maintains desktop computer systems, software, and peripheral equipment. Provides customer service to end users to enhance and optimize their use of desktop computer tools to meet business needs.

This is a non‑exempt position in Salary Grade 190:
Min $40.64 – Mid $48.55 – Max $56.45 hourly. The starting salary will be within this range based on qualifications.

Displays High Integrity & Honesty

• Provides technical support as needed to Board members and executives for board and committee meetings. Assists Board members and Authority executives with use of mobile devices used to conduct OCTA business. Manages audio visual equipment and applications to live stream Board of Directors and Committee meetings.
• Performs desktop image builds, computer upgrades, software installation, and configuration. Coordinates desktop adds, moves, and changes. Assists users with computers connecting to audiovisual technology for presentations.
• Participates in planning, coordinating, and implementing technology projects related to desktop software and hardware. Participates in the definition of scope and assists in the installation, testing, documentation, and deployment of new hardware and software applications.
• Oversees mobile device management (MDM) for all mobile devices accessing OCTA information on mobile devices such as tablets and smartphones.
• Applies knowledge of preventative maintenance to ensure optimum system performance.
• Oversees the managed print services contracts for printers and copiers.
• Applies knowledge of personal technology computing trends to enhance business productivity. Advocates and trains employees in the effective use of computing devices and associated applications.

Builds Relationships

• Coordinates visits by third party maintenance vendors to ensure smooth repairs and upgrades to the agency's equipment.

Solves Problems & Analyzes Issues

• Responds to the increasingly difficult Help Desk calls, including troubleshooting, researching, and providing solutions for desktop hardware and software problems. Updates and documents relevant research and resolutions into call tracking database. Monitors the flow of help desk tickets in the desktop support process.
• Assists staff at agency administration and all operating bases, either on site, or via telephone and remote control. Acts as a resource and resolves questions and problems in the use of computer hardware and software. Enhances agency-wide use of desktop and mobile computers by providing proactive support on computer applications and tools.
• Analyzes requests for desktop hardware and software to ensure compatibility with agency standards. Researches and provides recommendations for the purchase of related software and hardware.

Works in a Collaborative Manner with Others

• Works with the purchasing department to assist with the procurement of hardware, software, and professional services related to desktop services.

Any combination of education and experience equivalent to a bachelor's degree in a related area with a minimum of five years of professional customer and desktop support experience. Relevant certifications by Microsoft are desirable.

Positions in this class typically require:

• Work may be performed in a stressful, fast‑paced office environment, depending upon assignment.
• Requires ability to understand verbal communication and to respond effectively.
• Reaching, Finger Dexterity, Grasping, Feeling, Talking, Hearing, Seeing, and Repetitive Motions in computer use.

• Hazardous physical conditions/materials.
• Atmospheric conditions.
• Extreme temperatures.
• Inadequate lighting.
• Workspace restricting movement.