Desktop/Technical Support Technician

About the role

Seeking a Desktop/Technical Support Technician with hands‑on experience supporting Windows desktops/laptops, Microsoft O365, printers, mobile devices, and common business applications. The ideal candidate should have working knowledge of LAN/WAN, TCP/IP, DNS, DHCP, routers, switches, wireless access points, and basic IT security. Experience with Google Workspace, ticketing systems, IT inventory, hardware/software troubleshooting, and technical documentation is preferred, along with strong customer service and problem‑solving skills. Candidates must also have experience with required commercial software such as McAfee AntiVirus and Adobe Acrobat, a clean driving record, and dependable transportation.

Responsibilities

• Setup, configuration, and maintenance of PC desktops, laptops, and related peripheral devices (printers, scanners, etc.) and networking.
• Setup, configuration, and troubleshooting of Android and Apple mobile devices.
• Supporting and troubleshooting LAN/WAN environments, including network protocols and concepts (TCP/IP, DNS, DHCP, etc.).
• Email application installation, administration, troubleshooting and training (Google Suite, PST files, calendars, distribution lists, etc.).
• Basic experience with IT inventory control, ticketing system and reporting.
• Basic experience with analog and digital phone configuration and troubleshooting.
• Resolve network and infrastructure issues.
• Set up, configure, manage and troubleshoot routers, switches, and wireless access points.
• Resolve issues related to desktop and laptop PC hardware, desktop software, general application troubleshooting, mobile devices, and various telephone systems.
• Identify security vulnerabilities and report security incidents promptly.
• Track end‑user support activities through the ticketing system.
• Monitor network and computer systems performance.
• Own reliable transportation; the agency will reimburse all travel expenses directly.
• Document any changes to systems, update training and system documentation, and create new procedures for solutions and issues.
• Ability to lift up to 50 lbs. frequently and perform repetitive motions (standing, sitting, reaching, lifting, walking, bending, climbing).
• Perform other duties as assigned.

Requirements

• Proficient knowledge of installing, troubleshooting, administering Windows Operating System, Microsoft O365, Microsoft Edge, Google Chrome, and all IT assets.
• Experience with Google Workspace, ticketing systems, IT inventory, hardware/software troubleshooting, and technical documentation (preferred).
• Experience with required commercial software such as McAfee AntiVirus and Adobe Acrobat.
• Clean driving record and dependable transportation.
• Good understanding of network and IT security.
• Professional and courteous attitude with customers, team members, and support vendors; ability to communicate clearly and effectively.
• Excellent customer service skills; teamwork oriented.
• Excellent problem‑solving skills; ability to utilize available resources to assess/resolve problems in a timely manner.
• Good organization and time management skills.
• Ability to create documentation on technical issues and solutions that are easy to understand.