Service Desk Technician

Service Desk Technician

Position Description

The Help Desk Specialist provides front-line technical support to Client staff by responding to service desk inquiries, resolving hardware and software issues, maintaining workstation readiness, and supporting technology deployments. This role requires strong customer service skills, technical troubleshooting ability, and adherence to Client policies and procedures.

Key Responsibilities

• Answer incoming service desk calls, log all requests in the IT Service Desk system (currently IBM Maximo), and follow all procedures when new technologies are introduced.
• Monitor and respond to emails received in the service desk mailbox, creating corresponding service desk tickets.
• Review ticket history, assess reported issues, resolve problems, and accurately document actions taken.
• Ensure all Client workstations (desktops and laptops) maintain current drivers, patches, and security updates.
• Create and restore workstation images for desktops and laptops.
• Troubleshoot LAN and WLAN connectivity issues on workstations.
• Configure and deploy new workstations and printers for network access.
• Deploy new state‐procured equipment and software into the existing environment.
• Replace outdated or malfunctioning hardware and software, ensuring proper removal, documentation, and transport to designated locations.
• Record all moves, additions, and changes in compliance with Client inventory requirements and policies.
• Diagnose and resolve issues related to supported hardware, software, and peripherals.
• Install approved software and hardware on Client workstations.
• Collaborate effectively with current contractors and Client staff to support IT operations.
• Participate in internal Client meetings as requested.
• Update and maintain service desk tickets on a daily basis to ensure accurate status reporting.
• Assist in drafting installation instructions, standard operating procedures (SOPs), and technical documentation.
• Perform other related duties assigned by Client IT management.

Education

This position requires a Bachelor's degree from an accredited college or university with a major in computer science, information systems, engineering, business, or other related scientific or technical discipline. Three (3) years of equivalent experience in a related field may be substituted for the Bachelor's degree.

General Experience

This position requires a minimum of five (5) years of experience in a business IT environment with emphasis on PC computer hardware and applications.

General experience includes, but is not limited to

information systems development, work in the client/server field, or related fields.

Specialized Experience

The proposed candidate must have at least three (3) years' experience in each of the following:

• Providing Tier I & II IT Support to customers in a Service Desk Environment
• Troubleshooting PC hardware and software in a Microsoft networked environment
• Microsoft Active Directory user and device management
• Repairing, installing, upgrading and reconfiguring PCs and Laptops
• Experience with Service Desk software (any of the following Maximo Service Desk, Remedy, ServiceNow or equivalent)
• Remote Desktop Software (Microsoft Remote Desktop; Teams, SMS, LogMeInRescue, etc.)