Desktop Support Technician

4 weeks ago

Atlanta, United States Software Technology Inc Full time
Job DescriptionJob Description

Job Title: IT Desktop Support Technician

Job Summary
As an IT Desktop Support Technician, you will be responsible for providing technical support to end-users regarding hardware, software, and network-related issues. You will troubleshoot and resolve desktop-related incidents and requests, ensuring efficient operation and user satisfaction. The ideal candidate is proactive, service-oriented, and capable of working independently and as part of a team in a fast-paced environment.

Responsibilities

  • Respond to technical support requests via phone, email, and in-person, providing timely
    and effective solutions to users.
  • Install, configure, and maintain desktop computers, laptops, printers, and other peripheral
    devices.
  • Troubleshoot hardware and software issues, including operating systems, application
    software, and network connectivity problems.
  • Perform regular system updates, patches, and maintenance to ensure optimal system
    performance and security.
  • Assist users with account setup, password resets, and software installations.
  • Document and track support requests and resolutions using a ticketing system.
  • Collaborate with other IT team members to escalate complex issues and ensure seamless service delivery.
  • Provide training and support to users on software applications, hardware usage, and best practices for security.
  • Participate in IT projects as needed, such as system upgrades, migrations, and new
    technology implementation.
  • Maintain inventory of IT equipment and supplies and assist with asset management team.
  • Stay informed about the latest technology trends and best practices in End User support.
  • Assist colleagues in the team with mentoring and training.

Qualifications

Education and Experience:

  • At least an Associate's Degree in Computer Science, Information Technology, or a related
    field preferred.
  • 3-5 years of experience in desktop support or technical support roles.
  • Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop
    Administrator Associate) are a plus.

Technical Skills:

  • Proficient in Windows 10 and 11 and macOS operating systems.
  • Experience with Microsoft Office 365 Suite and common software applications such as
    Adobe Pro, Adobe CC, DocuSign, etc.
  • Familiarity with Active Directory, network troubleshooting, and security protocols.
  • Knowledge of hardware components and troubleshooting techniques.
  • Good troubleshooting skills of both Standalone and networked printers.
  • Good troubleshooting skills of network connectivity issue.

Soft Skills:

  • Excellent communication and interpersonal skills.
  • Strong problem-solving abilities and attention to detail.
  • Ability to work effectively both independently and as part of a team.
  • Exceptional customer service skills and a positive attitude.
  • The ability to manage multiple urgent issues in parallel.

Preferred Skills:

  • Experience with remote desktop support tools such as ConnectWise.
  • Experience with windows imaging such Microsoft Intune image deployment.
  • Understanding of ITIL service management principles.

Working Conditions:

  • May require occasional after-hours support or On-Call duties.
  • Ability to lift and move computer equipment (typically up to 50 lbs.) as needed.

Budget Information
Critical Hire Code (Assigned by Approver)

Background Verification (Suppliers shall use Info Cubic (IC) for background verifications.)Instructions

The completed Background Verification will be attached (via an automated feed) to the candidates user profile under the Attachments Section.

Please make sure to always include the applicable proposal ID, contract ID, or requisition ID in the reference field when ordering. It is also very important to double check that the name on the order being requested matches the candidate's name in the Covendis system. Otherwise, the completed report will not be successfully uploaded to the candidates profile.

Additional Background Verification Services (City of Atlanta)

To be completed upon candidate selection:

Global Monitor Check

State Criminal Record verification (past 7 years covering each State in which the candidate has resided)

Social Security Number Verification

Federal Criminal Records Verification (past 7 years)

Any additional requirements stated by the Agency on the requisition

Education VerificationNoEmployment VerificationNoDrug Screening

No

MVR

No

(Suppliers Only)
To order, click on the link to the right:

Order Additional Background Verification services

Instructions (If Applicable)

The completed Background Verification will be attached (via an automated feed) to the candidates user profile under the Attachments Section.

Please make sure to always include the applicable proposal ID, contract ID, or requisition ID in the reference field when ordering. It is also very important to double check that the name on the order being requested matches the candidate's name in the Covendis system. Otherwise, the completed report will not be successfully uploaded to the candidates profile.

Agency Certification(s)Please read and understand the following statement carefully: I understand that a person who enters into an agreement in restraint of trade or in restraint of free and open competition in any transaction with the state may, upon conviction thereof, be punished by imprisonment for not less than one nor more than five years pursuant to OCGA 16-10-22. I further agree that when there is a prior agreement or understanding between a vendor and a state agency or state employee regarding the acceptance of any offer, such conduct is collusive, fraudulent and in restraint of trade and in restraint of free and open competition on the part of both the vendor and the state agency or state employee.Do you agree with the above statement?I AgreeTypeCategoryQualificationDescriptionCompetencyRequiredSkillsOperating SystemsMac OSNovice (1-3 Years)NoSkillsOperating SystemsWindows 10Proficient in Windows 10 and 11Novice (1-3 Years)NoEducationOthersAssociate's DegreeAssociate's Degree in Computer Science, Information Technology, or a related field preferred.Novice (1-3 Years)YesCertificationsOthersRelevant CertificationsRelevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.Novice (1-3 Years)NoSkillsOthersDesktop SupportExperience in desktop support or technical support roles.Proficient (4-6 Years)NoSkillsOthersDocuSignExperience with DocuSignNovice (1-3 Years)NoSkillsOthersAdobe AcrobatExperience with Adobe Pro and Adobe CCNovice (1-3 Years)NoSkillsSecurityActive DirectoryNovice (1-3 Years)NoSkillsToolsMicrosoftOfficeExperience with Microsoft Office 365 SuiteNovice (1-3 Years)No

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