Description

Provide technical support to end users through phone, remote tools, and on-site visits to resolve hardware and software issues.

Responsibilities

  • Troubleshoot and resolve issues related to hardware, software, SSL VPN, network drive access, and network outages.
  • Coordinate software installations, upgrades, and patching on PCs and VDIs to ensure systems remain secure.
  • Manage network accounts through Active Directory and perform weekly and quarterly access reviews.
  • Submit and manage ServiceNow requests for onboarding, offboarding, and hardware installations.
  • Manage agency Audio/Visual equipment in conference rooms and oversee Mobile Device Management updates.

Required Skills

  • 3+ years of experience troubleshooting and resolving end-user hardware issues.
  • Proficiency with ConnectWise Connect and Microsoft Teams for remote technical assistance.
  • Experience managing Active Directory and network accounts.
  • Hands-on experience with PC/VDI patching and maintenance.
  • Technical knowledge of SSL VPN and network connectivity troubleshooting.
  • Experience using ServiceNow for ticket and request management.
  • Familiarity with AWS VDI Workspaces and troubleshooting application issues.
  • Experience managing Mobile Device Management (MDM) processes.
  • Ability to manage and maintain Audio/Visual equipment.

Preferred Skills

  • Experience coordinating with external service providers and vendors to resolve recurring agency-wide issues.

Key Skills
Education

Any Graduate

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