Technical Support

Desktop Support Technician

Location: Atlanta GA

Duration: 12 Months

Client: ATL AIM General (City of Atlanta)

Job Id: 62787

Job Summary:

A Desktop Support Technician plays a crucial role in providing technical assistance and support to endusers within the City of Atlanta organization. Their primary responsibility is to ensure that computer hardware software and related peripherals are functioning correctly and efficiently allowing employees to perform their job tasks without disruptions.

This role is responsible for diagnosing troubleshooting and resolving hardware and software issues related to desktop computers laptops and other enduser devices. They provide technical support to employees ensuring the smooth operation of IT equipment to maximize productivity.

The Desktop Support Technician is to provide a single point of contact for end users to receive support and maintenance within the organizations enduser computing environment. This includes installing diagnosing repairing maintaining and upgrading all enduser devices and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person by remote tools by telephone or via chat) in a timely and accurate manner and provide enduser assistance where required.

Key Responsibilities:

1. Technical Support: Provide firstlevel technical support to endusers by responding to ITrelated inquiries troubleshooting issues and resolving problems related to desktops laptops printers and other peripherals.

2. Hardware Maintenance: Install configure and maintain desktop hardware components including CPUs memory hard drives and graphics cards and reimage devices.

3. Software Support: Install configure and troubleshoot operating systems software applications and drivers on enduser devices. Assist with software updates and patches.

4. Network Connectivity: Troubleshoot network connectivity issues including wired and wireless connections. Assist with setting up and configuring network printers and other networked devices.

5. Remote Assistance: Provide remote support to offsite or remote employees assisting with technical issues through phone email or remote desktop tools.

6. Documentation: Maintain accurate records of all support requests including issue descriptions resolutions and followup actions. Update knowledge base articles and documentation.

7. Security Compliance: Ensure that all desktops and laptops are compliant with the organizations security policies and standards. Implement antivirus software and security updates.

8. Collaboration: Collaborate with IT teams such as network administrators and system administrators to resolve complex technical issues and improve overall system performance. Work across all internal and external areas of IT as one team

9. Training: Assist with training of new devices software or new employees.

Qualifications:

Required: Bachelors or associates degree in computer science information technology or a related field and CompTIA A certification are required.

Preferred: Bachelors or associates degree in computer science information technology or a related field CompTIA A certification and three or more years of work experience.

KSAs:

• Strong knowledge of desktop operating systems (e.g. Windows macOS) and common productivity software (e.g. Microsoft Office).
• Excellent communication and interpersonal skills for interacting with endusers.
• Problemsolving and criticalthinking abilities to diagnose and resolve technical issues.
• Attention to detail and the ability to work independently or as part of a team.
• Certifications such as CompTIA A CompTIA Network or Microsoft Certified Desktop Support Technician (MCDST) can be advantageous.