Field Desktop Support Specialist

About the Role

The Field Desktop Support Specialist provides desktop and software support for State agencies in Southwest Indiana. Travel is required to state agency sites within the service area. Staff receive mileage reimbursement for using personally-owned vehicles for travel and transporting equipment. This role will serve Kosciusko, LaGrange, and Noble counties in Northeast Indiana. This position requires both onsite and remote assistance to the customers in this service area. Residency in the service area and reliable transportation are essential.

Key Responsibilities

• Load approved software, back up data, and restore data, ensuring that all equipment is operating at optimal performance levels.
• Assist with equipment relocations and ensuring that network connectivity is available.
• Have experience with break fix, diagnosing, troubleshooting, repairing hardware and software and helping resolve networking issues.
• Have experience transporting and setting up devices and assisting with new/relocation projects.
• Demonstrate excellent time management and prioritization skills.
• Work independently with little supervision and successfully manage the locations within the defined service area, providing backup to team members, as needed.
• Maintain productive working relationships with agencies and coworkers.
• Ensure excellent customer service for the end users.
• Demonstrate effective communication skills.
• Provide support at the agency's worksite or other assigned worksite and provide remote support, depending on the need of the issue and the end user.
• Issues that can't be resolved by the Field Desktop Support Specialist will be escalated to a Senior technician for Tier 3 Support.

A Day In The Life

• Installing Windows OS, software applications, and Microsoft updates on all devices.
• Processing and updating Job Orders from the Inventory Database for accuracy.
• Return devices back to stock for redeployment and remove devices from Active Directory to update billing records.
• Transport, Receive and Ship devices to office locations throughout the state maintaining inventory database records.
• Maintain loaner pool, immediate response pool and vaccination center equipment for immediate re-deployment.
• Maintain Warranty Certifications
• Perform hardware break/fix on devices covered under warranty.
• Troubleshoot break/fix devices to assist Desktop Support and PC Refresh technicians.
• Maintain inventory stock by keeping accurate records in inventory database and room is neat and organized
• Provide support to agency on site personnel who need assistance
• Communicates directly with Dispatch, Tier 3 Support, Software Distribution and Security Team for device support with Mail Orders, Imaging, Software Applications and support of International Travel devices.
• Provides support for Deployment Room staff
• Provide support to PC Refresh Project Managers.
• Performs new Asset (device) uploads in the inventory database.
• Provides back up to LAN Administrator Manager while out of the office.

What You'll Need For Success

• Specialized knowledge of network operating systems, designs, and protocols.
• Specialized knowledge of local area network concepts.
• Advanced knowledge of computer programming including computer languages, database design, work process charting and testing of programs.
• Specialized knowledge of technology equipment including operating characteristics and limitations.
• Working knowledge of operating systems and networking protocols.
• Working knowledge of distributed systems management software.
• Ability to read and understand complicated technical manuals on hardware, software, LAN design and administration along with effective communication skills.
• Ability to perform essential functions with or without reasonable accommodation.
• A degree is not required. However, at least 3+ years of experience applying the outlined knowledge, skills, and abilities in a similar role may be considered.

Pay

The salary for this position traditionally starts at $55,224.00 but may be commensurate with education and work experience.

Benefits

The State of Indiana offers a comprehensive benefits package for full-time employees that includes:

• Three (3) medical plan options (including RX coverage) as well as vision and dental plans
• Wellness Rewards Program: Complete wellness activities to earn gift card rewards
• Health savings account, which includes bi-weekly state contribution
• Deferred compensation 457(b) account (similar to 401(k) plan) with employer match
• Two (2) fully-funded pension plan options
• A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
  • 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
  • Up to 15 hours of paid community service leave
  • Combined 180 hours of paid vacation, personal, and sick leave time off
  • 12 paid holidays, 14 in election years
• Education Reimbursement Program
• Group life insurance
• Referral Bonus program
• Employee assistance program that allows for covered behavioral health visits
• Qualified employer for the Public Service Loan Forgiveness Program
• Free Parking for most positions
• Free LinkedIn Learning access

Schedule

This position is exempt from overtime compensation for additional work hours that may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.