Desktop Support Technician - Atlanta, United States - City of Atlanta, GA

Description

Job Description

Posting Expires: 4/23/24

Salary Range: $47,133 - $62,880

General Summary

The person filling this position will offer weekly standard operating hours and on-call and after hours support on a variety of computer hardware and software issues by identifying, researching, and resolving technical problems. Resolve computer problems and give guidance on appropriate action/solutions. This person will be the primary person responsible to managing and maintaining the infrastructure for the office, which includes:

• Desktop support or related experience

• Messaging Platform experience

• Expertise in Active Directory

• Proficiency in GPO - Group Policy Objects

• Networking experience highly desired

• Microsoft Windows Server experience desired

Essential Duties & Responsibilities

These are typical responsibilities for this position and should not be construed as exclusive or all inclusive. May perform other duties as assigned.

• Ability to quickly write reports, business correspondence, user instructions, and procedure manuals -Multi-platform experience (Windows, Mac and Linux) -Solid experience with SaaS applications

• Troubleshoot and support patching

• Arrange hardware repairs with the appropriate vendors

• Provide computer desktop support in accordance with established policies and procedures

Preserve, inspect, and mend computer systems, hardware, printers, and computer peripherals

• Interface regularly and effectively with ticket submitters

• Develop records of daily data communication transactions, issues and remedial actions taken or installation activities

• Offer support on a variety of computer hardware and software issues by identifying, researching, and resolving technical problems

• Resolve technical incidents, service requests; provide guidance on appropriate action/solutions

• This position will be the primary person responsible to manage and maintain the infrastructure for the office

• Troubleshoot and resolve daily technical issues

Required Knowledge, Skills, and Abilities

• Working knowledge of office automation products and computer peripherals, like printers and scanners

• 5 + Experience with monitoring solutions, ticketing systems, change management

• 5 + Experience customizing and packaging software scripts and or applications.

• 5 + Expertise in managing devices in an Active Directory environment

• 5 + years experience in coordination and communication of hardware repairs with the appropriate vendors. Provide on-site ad remote computer desktop support in accordance with established policies and procedures. Preserve, inspect, and mend computer systems, hardware, printers, and computer peripherals
Interface regularly and effectively with ticket submitters.

• Develop records of daily data communication transactions, issues and remedial actions taken or installation activities

Additional Requirements

Messaging Platform experience

Expertise in Active Directory

Proficiency in GPO - Group Policy Objects

Certification or certifiable knowledge of Microsoft Windows operation systems and applications, Intune and all aspects of windows Security to include any subsequent releases/upgrades to include Windows Defender and Anti-virus.

Required Experience and Skills:

- Ability to troubleshoot hardware and software problems related to desktop/laptop computers, scanners, PDAs, desktop video/video teleconference systems projectors, and printers.
- Working knowledge and understanding of TCP/IP network environment.
- Knowledge and understanding of Active Directory environment and Group Policy Objects (GPO).
- Experience to identify problems and resolve hardware and software malfunctions.
- Ability to analyze, diagnose, recommend, and implement solutions for hardware and software problems.
- Experience and knowledge in Work Order/Incident Ticket Tracking Systems, Microsoft operating systems current and future, SCCM, and Microsoft applications current and future.
- Ability to learn COA Information Operations/COA Distribution unique PC configurations.
- Knowledge of and experience with installation, configuration, and the ability to learn COA Information Operations/COA unique applications and programs

Responsibilities

Responsibilities:

- Utilize the COA Agency Standard Image for all approved makes/models of personal computers.
- Subsequent upgrades/patches/versions/releases and COA Distribution - unique applications, to include DSS, may require COA Information Operations approval/guidance.
- Ensure compliance as outlined in the Security Technical Implementation Guide (STIG) on all COA Information Operations workstations.
- Test and install PC hardware and software applications that comply with COA's CERT (Computer Emergency Response Team) and STIG mandates, ensuring that software applications have undergone the approval process for installation.
- Provide additional technical support for hardware/software configuration, troubleshooting and problem resolution to the COA Information Operations at New Cumberlands managed sites with software and hardware issues, which cannot be solved by their local IT support personnel.
IT hardware shall include PCs, laptop computers, printers, scanners, Blackberry devices, and Multi-Functional Devices (MFDs, desktop video systems/video teleconference and projection systems that are hooked to a laptop or PC, docking stations and any external peripherals (e.g. CDROM R/DVD, CDROM-RW, CAC Readers, Radio Frequency Identification (RFID) and Radio Frequency (RF) devices etc.), and other commonly used peripherals within the Government computing environment.
- Provide technical support for software installation and configuration issues and provide resolution.
- Trouble tickets shall be input, updated and maintained using the existing Work Order/Incident Ticket Tracking System.

- Utilize Intune , Screen Connect and any subsequent releases/upgrades in order to remotely deploy all applicable software upgrades and patches as directed. Although the primary patch management software is Microsoft SCCM, Intune other patch management software may be utilized.
- Ensure that all patches and fixes have been applied to each software application prior to installation.
- Identify hardware/software diagnostic tools that can reduce downtime by decreasing problem identification and resolution time.
- Provide diagnostic analysis to determine next steps for all user levels in order to identify the cause and resolution of issues encountered in the use of hardware and software.
- Refer unresolved issues to the POC.
- Evaluate and perform technical review of all COA Information Operations IT hardware/software acquisition requests to validate hardware configuration compatibility and hardware/software standardization in accordance with COA computing standards.
- Provide research regarding possible acquisitions and prepare necessary documentation for submission to the Configuration Control Board (CCB) for approval.
- Provide agency support for COA enabled PC deployment.
- Troubleshoot/install smart card readers, middleware, and PKI (Public Key Infrastructure) Certificates.
- Provide troubleshooting, guidance and training

- Manage and perform equipment relocations, installations, expansions, connection/disconnection, upgrades, support/maintenance and preventative maintenance for computer systems hardware, software, and peripheral devices using COA Information Operations guidance, specifications and directives for new equipment installations and/or relocations.
- Assess and survey new installations, move equipment as required, and provide related network support, to include servicing network peripherals such as printers.
- Provide software installation and research support for commercial software packages.
- Install and maintain local network and PC attached printers (laser) based - Complete necessary inventory/disposal documentation and forward to the POC/designated POC and the Asset Manager for signature.

- Deliver unserviceable or excess IT equipment to staging area for disposal.
- Prepare hard drives for disposal in accordance with COA policy and provide records to the POC and the Asset Manager.
- Provide software support to include but not limited to the following: Microsoft operating systems, Microsoft applications, Virtualization applications, Enterprise McAfee agents; to include current version(s) in use and any subsequent releases/upgrades, locally developed COA Distribution applications and processes. Networking experience highly desired - Microsoft Windows Server experience desired - Ability to quickly write reports, business correspondence, user instructions, and procedure manuals Multi-platform experience (Windows, Mac and Linux) -Solid experience with SaaS applications

Qualifications

Qualifications - External

Minimum Qualifications - Education and Experience

• Bachelor's degree in Computer Information Systems and/or Information Technology, with at least five years of Desktop Support or related experience. In addition to experience supporting technical staff on:
• Mac hardware and software support running recent macOS versions
• 2 + years' Experience with Remote Desktop applications
• Windows hardware and software running Windows 10 and Linux clients
• Basic networking understanding (DHCP, DNS, IP addresses and subnets)
• Intermediate experience in Technologies: Active Directory, DHCP, DNS/DDNS, WINS, POP, SMTP, PPTP, L2TP, TCP/IP, VLAN, SNMP, RPC/HTTP, firewall configuration, NAS, SAN
• Advanced knowledge of Group Policy

(Equivalent professional experience may be considered for substitution for the required degree)

Preferred Education & Experience

Master's degree in Computer Information Systems and/or Information Technology (Equivalent professional experience may be considered for substitution for the required degree)

Licensures and Certifications

A+ Certification

N + Certification