Desktop Support Technician

**Candidates must be permanent in the Computer Associate (Software) or Computer Service Technician civil service title to apply**

Under general supervision, the Technician provides frontline technical support by troubleshooting and resolving a wide range of software, hardware, and network-related issues. Supported hardware includes desktops, laptops, printers, scanners, and mobile devices. The role requires diagnosing and resolving issues remotely through the phone, chat, and email.

Daily responsibilities include performing core help desk functions such as creating, managing, and closing service requests through a ticketing system (e.g., ServiceNow), maintaining accurate equipment inventory records, and configuring, imaging, and deploying workstations and laptops. The Technician also installs, updates, and supports commonly used applications including Microsoft Office Suite, Windows 10/11, Pulse Secure (Ivanti), Adobe Acrobat, and iManage Filesite. Additional duties may be assigned based on operational needs.

COMPUTER ASSOC (SOFTWARE) - 13631

• A baccalaureate degree from an accredited college including or supplemented by 24 semester credits in computer science or a related computer field and one year of satisfactory full-time computer software experience in computer systems development and analysis, applications programming, database administration, maintenance and support, systems programming, data communications, mainframe development, mobile development, web development and design; or
• A four-year high school diploma or its educational equivalent and five years of satisfactory full-time computer software experience as described in "1" above; or
• Education and or/or experience equivalent to "1" or "2" above. College education may be substituted for up to two years of the required experience in "2" above on the basis that 60 semester credits from an accredited college is equated to one year of experience. In addition, 24 semester credits from an accredited college or graduate school in computer science or a related field, or a certificate of at least 625 hours in computer programming from an accredited technical school (post high school), may be substituted for one year of experience. However, all candidates must have at least a four-year high school diploma or its educational equivalent and at least one year of satisfactory full-time experience as described in "1" above.