End User Desktop Support Technician

The End User Desktop Support Technician is responsible for delivering onsite and remote technical support to end users across one or more client agencies. This position provides comprehensive support for desktop computers, laptops, mobile devices, tablets, printers, peripherals, and related software while ensuring reliable and secure operation of end-user computing environments.

Working within an ITIL-based service management framework, the technician installs, configures, maintains, and troubleshoots enterprise hardware and software while delivering exceptional customer service. The role supports Microsoft Windows operating systems, standard productivity applications, collaboration platforms, and agency-specific technologies. The technician also participates in equipment deployments, asset management, technical projects, and continuous service improvement initiatives.

The position may require travel to multiple client locations to support operational requirements and technology deployments.

Primary Responsibilities

Desktop & End User Support

• Install, configure, maintain, and troubleshoot desktop computers, laptops, tablets, mobile devices, printers, scanners, and peripheral equipment.
• Diagnose and resolve hardware, software, operating system, application, network connectivity, and peripheral issues.
• Install, upgrade, configure, and support Microsoft Windows operating systems, standard desktop applications, security software, encryption tools, and endpoint management      solutions.
• Configure and support Microsoft Office, Google Workspace, Adobe products, web browsers, and other enterprise productivity applications.
• Provide technical support for collaboration and conferencing platforms, including Microsoft Teams, Zoom, Cisco Webex, Google Meet, Cisco Jabber, and other approved communication tools.
• Prepare, configure, and deploy  laptops and related equipment for remote users.

Customer Service & Incident Management

• Deliver professional, courteous, and customer-focused technical support while meeting or exceeding established Service Level Agreements (SLAs) and Service Level Objectives (SLOs).
• Document, update, and manage all incidents, service requests, and technical activities within the ServiceNow IT Service Management (ITSM) platform.
• Communicate regularly with end users regarding incident status, estimated resolution times, and completed work.
• Ensure all ticket documentation is accurate, complete, and compliant with organizational ticket handling standards.

Workload & Queue Management

• Manage assigned incidents and service requests to ensure timely resolution and compliance with service delivery metrics.
• Create, update, and maintain ServiceNow tickets for all customer interactions and technical activities.
• Support user account creation, access management, and privilege administration in accordance with organizational policies.
• Prioritize work effectively while balancing operational support and project assignments.

Collaboration & Technical Support

• Collaborate with Service Desk personnel, infrastructure teams, cybersecurity staff, and other technical support groups to resolve complex issues.
• Research emerging technologies, troubleshoot recurring problems, and recommend solutions that improve service quality.
• Share technical knowledge, best practices, and documented solutions with team members to enhance organizational knowledge management.
• Participate in cross-functional initiatives that improve operational efficiency and customer experience.

Technical Projects

• Participate in desktop refreshes, operating system upgrades, hardware deployments, software rollouts, and other technology initiatives.
• Maintain project documentation and communicate project status, risks, milestones, and deliverables to supervisors and project teams.
• Support technology implementations while minimizing disruption to end users.

Asset & Inventory Management

• Assist with inventory management activities, including asset tracking, equipment deployment, moves, additions, and changes.
• Maintain accurate asset records in accordance with organizational asset management policies.
• Support physical inventory audits  and lifecycle management of end-user technology assets.

Minimum Qualifications

Education

• Associate's degree in Information Technology, Computer Science, Information Systems, or a related field; or an equivalent combination of education, experience, and industry certifications.
• High School diploma or equivalent will be considered when supplemented by relevant technical certifications.

Experience

• Minimum of three (3) years of experience providing desktop, end-user, or technical support in an enterprise IT environment.
• Demonstrated experience supporting Windows-based desktop operating systems, end-user devices, and productivity applications.
• Strong customer service and  communication skills with experience supporting diverse user communities.

 Required Knowledge, Skills & Abilities

• Strong knowledge of Microsoft Windows desktop operating systems and enterprise desktop support practices.
• Experience supporting Microsoft 365, Google Workspace, Adobe Acrobat, enterprise web browsers, and collaboration platforms.
• Familiarity with ServiceNow or comparable IT Service Management (ITSM) platforms.
• Understanding of Active Directory, Microsoft Entra ID (Azure AD), user account administration, and endpoint management.
• Experience troubleshooting desktop hardware, printers, mobile devices, network connectivity, and enterprise applications.
• Excellent customer service, interpersonal, and communication skills.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced enterprise environment.
• Ability to work independently while collaborating effectively with technical and business teams.

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• ITIL® Foundation Certification
• Microsoft Modern Desktop Administrator or equivalent desktop support certifications

Preferred Qualifications

• Experience supporting enterprise or government IT environments.
• Experience with endpoint management platforms such as Microsoft Intune, Microsoft Endpoint Configuration Manager (SCCM), or similar technologies.
• Familiarity with enterprise asset management processes and lifecycle management.
• Experience supporting remote workforce technologies and virtual collaboration platforms.
• Knowledge of ITIL service management principles and best practices.

Background Requirements

• Must successfully complete all required background investigations, including fingerprint-based criminal history screening, in accordance with client security requirements.