CO - P4587 - End User Device Technician

The End User Device Technician provides direct technical support and hands-on implementation for all end-user technology assets, including PCs, laptops, mobile devices, phones, printers, and audio-visual equipment. This role installs, configures, patches, and troubleshoots devices, deploys software using SCCM, and ensures systems remain secure and compliant with VITA and DEQ standards. The position also maintains accurate asset records and supports inventory audits while assisting with equipment staging, recovery, and decommissioning.

Please note this position follows a hybrid work schedule to include both in-office and telework. Candidates must be able to work from the assigned work location in Virginia.

Device Setup, Software Deployment, Security, and Peripheral Support

• Diagnose and resolve complex hardware, operating system, and application issues across multiple platforms quickly and effectively.
• Install, configure, and troubleshoot desktops, laptops, mobile devices, printers, and AV hardware.
• Stage and prepare equipment for deployment to end users.
• Manage Microsoft SCCM for software deployment, patching, imaging, and configuration management, including creating and maintaining collections, task sequences, and deployment packages.
• Develop and maintain PowerShell scripts and other automation tools to streamline system administration and enforce compliance baselines.
• Identify vulnerabilities, apply security patches, and ensure compliance with VITA standards and organizational security policies.
• Perform firmware updates and troubleshoot connectivity issues for peripherals and AV systems.

Asset Tracking & Lifecycle

• Perform the full lifecycle of IT assets—procurement, deployment, tracking, recovery, and secure decommissioning—while maintaining accurate, audit-ready records.
• Update asset records in ServiceNow and OARS after deployments, recoveries, and decommissions.
• Conduct regular inventory checks and ensure audit readiness.
• Assist with hardware refreshes, imaging, and device returns.

Collaboration & Service Delivery

• Collaborate effectively with Help Desk teams, vendors, and end users to resolve escalated issues and maintain high customer satisfaction.
• Create clear documentation, standard operating procedures, and contribute to continuous improvement initiatives for efficiency and service quality.
• Document troubleshooting steps and provide clear instructions for end users.
• Support special projects and agency initiatives as assigned.
• Manage multiple tasks, prioritize effectively, and maintain attention to detail in a fast-paced environment.

• Ability to diagnose and resolve complex hardware, operating system, and application issues across multiple platforms quickly and effectively.

• Deep understanding of Microsoft SCCM for software deployment, patching, imaging, and configuration management, including creating and maintaining collections, task sequences, and deployment packages.

• Strong skills in PowerShell and other scripting languages to automate repetitive tasks, enforce compliance baselines, and streamline system administration.

• Ability to identify vulnerabilities, apply security patches, and maintain compliance with VITA standards and organizational security policies.

• Skilled in managing the full lifecycle of IT assets—procurement, deployment, tracking, recovery, and secure decommissioning—while maintaining accurate, audit-ready records in asset management systems.

• Expertise in configuring and supporting mobile devices (iOS/Android), managed printers, and audio-visual hardware in an enterprise environment.

• Ability to develop clear documentation, standard operating procedures, and contribute to continuous improvement initiatives for efficiency and service quality.

• Strong interpersonal skills to work effectively with Help Desk teams, vendors, and end users, ensuring timely resolution of escalated issues and high customer satisfaction.

• Ability to manage multiple tasks, prioritize effectively, and maintain attention to detail in a fast-paced environment.