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Desktop Support Specialist

2 months ago

Atlanta, Georgia, United States GeorgiaGov Full time
Job Summary

The Desktop Support Analyst I is a key member of the IT Support Services team at GeorgiaGov, responsible for delivering high-quality end-user device solutions to our users. This role requires a strong understanding of end-user device requirements, as well as the ability to research, evaluate, and implement effective solutions.

Key Responsibilities
  • Define, develop, and implement end-user device solutions for GeorgiaGov users.
  • Understand, capture, and document end-user device requirements for various user populations.
  • Research, evaluate, and develop business cases for appropriate end-user device solutions, configurations, and tools.
  • Deploy and maintain end-user device standards, deployment and management policies, methodologies, procedures, and tools.
  • Provide 1st and 2nd level support to the Support Services team and directly to end-users as needed.
  • Timely resolution of assigned incident and change tickets within established Service Level Agreements (SLA).
Requirements
  • High school diploma or equivalent and at least two years of recent relevant experience in an IT desktop support role.
  • Associate degree in business administration, computer science, software engineering, or related field, or equivalent work experience.
  • 2 years of experience in desktop support roles in a Windows environment, with at least 1 year experience as a desktop engineer.
  • 2 years' experience working with Active Directory.
  • 2 years' experience with enterprise software deployment applications such as Microsoft SCCM, software packaging applications, and remote control applications.
  • Hands-on experience working with ticketing systems.
Preferred Qualifications
  • Windows and ITIL certifications are preferred.