Desktop Support Specialist

Job Description: Performs a wide range of advanced system support duties in either a service desk or an applications/desktop/field environment, in order to provide effective support for enterprise, client/server, desktop computer systems, network systems and business applications and/or provides effective specialized information technology support related to department specific applications. Provide help desk assistance and technical support for all types of issues affecting end users, such as software problems, network or hardware failures Work involves coordinating and/or providing the first-line assistance for operational problems of agency information technology systems and operating automated office equipment in a standalone, network, or mainframe environment Provides first and second level assistance to customers; verifies the location of the problem; elicits information from end user on the nature of the issue; resolves issue or refers to other technical staff or a vendor when necessary Assists customers with analog and digital Voice over Internet Protocol (VOIP) phone systems and features Scripts or develops and maintains group policy objects Installs, configures, customizes and administers a variety of commercial off-the-shelf (COTS) and in-house vendor developed applications; writes programs/scripts and develops reports using standard application development products and tools. Works under minimal supervision, with considerable latitude for the use of initiative and independent judgement Performs routine applications, system and/or network support duties such as monitoring or adding applications/users/devices, modifying user profiles, re-setting passwords and performing file maintenance; sets up basic user access permissions consistent with Client policies and procedures Reviews problem tickets to determine solutions or escalate issues as appropriate, following the tickets through to resolution. Excellent customer service skills Solid analytical and problem-solving skills Other Desirable Skills: Knowledge of Imprivata SSO, Call Recording, Zoom configuration Basic understanding of SQLExperience working for/with government agencies Recognizes problems, develops recommendations and solutions within assigned specialty Works independently and follows through on assignments Experiences and Education Two (2) years of full-time paid experience performing operations or technical support work on a computer system, or an enterprise or client/server system involving responsibility for customer communications, problem research and resolution, program documentation methods, system performance monitoring and/or performing network functions. A Certificate of Achievement, or higher, from an accredited college or university in Computer Science, Information Technology or other field closely related to the intent of the class.