Desktop Support Specialist (SME)

Company: GovCIO
Location: Kansas City
Posted on: May 28, 2023

Job Description:

Company Overview

GovCIO is a team of transformers people who are passionate about transforming government I.T. We believe in making a difference by developing digital strategies and delivering the technology-related innovation that improves governmental operations each day.

But we can't do it alone. We welcome and nurture an inclusive and diversified work culture. Because different backgrounds, experiences, abilities, and perspectives make us better decision-makers, problem solvers, and creators. We're changing the face of I.T. - from our diverse staff to the end-products we develop. And we're excited to expand our team. Are you ready to be a transformer?

The National Digitization Center Desktop Support Specialist will provide support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, and maintaining all desktop equipment, including large- and small-scale document scanners, software applications and mobile devices to ensure optimal performance. Support will be performed in person (on-site users) and via telephone/remote control (off-site users).

Responsibilities

• Ensure proper day-to-day operation of technology applications and equipment, and provide deskside assistance to
• resolve technology issues
• Provide how-to knowledge transfer to users on computer-related issues within customer and contractual boundaries
• Perform equipment provisions, deprovisions, and moves, as well as other MAC-related tasks within contractual SLAs
• Provide quality level II support for users with a high degree of customer satisfaction, technical knowledge, and
• timeliness either by resolving the issue or escalating and coordinating efforts of other Information Technology staff
• Solve technical issues and/or investigate elevated issues by confirming the validity of the problem and seeking known
• solutions to more complex issues; must know when to escalate issues not resolved at this level to management
• Utilize ServiceNow for issue and request tracking, ensuring all user requests for assistance are accompanied by a
• ticket and all tickets requiring follow-up work and/or calls receive appropriate attention and are resolved within SLAs
• Interact with multiple teams and vendors to restore service and/or identify and correct core problems
• Manage all local hardware assets, including weekly physical stock inventories, and maintaining and validating asset
• records in the organization's proprietary billing and inventory system
• Possess and apply comprehensive knowledge across key tasks and high impact assignments
• Help plan and lead major technology projects and assignments
• Function as a technical expert across multiple team assignments
• May supervise other staff members
• Assist in developing and documenting improvements to current processes, and creating/updating KAs and SOPs
• All other tasks as assigned
  
  Qualifications
  • High School 6-9 years (or commensurate experience)
  • Minimum 8 years' recent experience providing in-person desktop support to end users in a corporate environment,
  • troubleshooting and resolving all aspects of computer hardware and software
  • Minimum 8 years' recent experience supporting Windows 10/11 and Microsoft 365, and using Active Directory in a
  • domain environment
  • Strong interpersonal skills required
  • Must demonstrate strong oral and written communication skills, excellent customer service skills, and be able to
  • handle pressure
  • Must be able to communicate professionally, both orally and in writing, with customers, vendors, management, and
  • coworkers
  • Must be comfortable in a fast-paced, dynamic environment, and be able to handle multiple tasks simultaneously
  • Must be able to work independently and be self-motivated
  • Moderately heavy lifting (computers, monitors, network printers, scanners, etc.) is required
    
    Desired Qualifications
    • CompTIA A+ Certification and/or CompTIA Net+ Certification
    • Deskside support supervisory and/or managerial experience
    • Dell hardware, IBML and Fujitsu scanners, Apple iPhone and ServiceNow experience preferred
    • Experience supporting audio/video and video teleconferencing equipment a plus
      
      

Keywords: GovCIO, Kansas City , Desktop Support Specialist (SME), Other , Kansas City, Kansas