Description

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

This role is hybrid.

Responsibilities

• Troubleshoot and resolve hardware, software, SSL VPN, network drive access, and network outage issues.
• Coordinate software installations, upgrades, and patching on PCs and VDIs to ensure system security.
• Manage network accounts via 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 and oversee Mobile Device Management (MDM) updates.

Required Skills

• 3+ years of experience troubleshooting end-user hardware issues.
• Proficiency with ConnectWise Connect and Microsoft Teams for remote 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 application troubleshooting.
• 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