Desktop Support Specialist

This position will be responsible for

• Supporting all departmental software applications and resolving issues
• Ticket review through the County ticketing system.
• Assisting higher level staff in the acquisition and distribution of computer hardware and software solutions, contract vendors, research, and gathering product information
• Designing, analyzing, implementing, and providing ongoing maintenance of Operating System (OS) images, application packages, and software updates through Intune and SCCM
• Supporting enterprise hardware from Dell and HP and Desktops/ laptops and Tablets from HP, Dell, and Microsoft
• Implementing enterprise security best practices including encryption, implicit & explicit permissions, multi-factor authentication, auditing and digital forensics, data retention, including zero-touch, as well as patching DESIRABLE QUALIFICATIONS & CORE COMPETENCIES In addition, to the minimum qualifications, the ideal candidate will possess extensive professional work experience and/or knowledge in the following competencies:

Technical Knowledge | Technical Experience

• Basic understanding and applying scripting languages, such as PowerShell
• Understanding and application of Full Disk Encryption solutions
• Utilizing Active Directory Domain Services
• Preparing and maintaining documentation of department processes, procedures, and reports
• Utilizing Group Policies for administration of operating systems, applications, and user settings
• Installing and providing support for Mobile Device Management (MDM) solutions, through Intune, Apple DEP, and MobileIron
• Supporting teleworkers and mobile offices in the field including remote Internet connectivity solutions such as VPN
• Working with virtualization, cloud, and converged technologies, including VMWare
• Working closely with Microsoft cloud services from 0365 and Azure virtualization
• Understanding and application of VPN and RDP solutions
• Designing and implementing audio/video conferencing systems Managing the Change Control Process across various technologies
• Managing complex automated Asset management solutions
• Having expertise related to Microsoft Windows 10 operating system
• Being experienced working with high performance platforms and managing/designing/maintaining advanced technologies

Problem Solving /Analytical Skills

• Identifying and resolving technical issues and problems by researching possible solutions Identifying opportunities for continued system improvements
• Providing professional support for hardware/software-related projects Test new software and reproduce reported bugs in the UAT environment Investigating, analyzing, and resolving network-related problems

Relationship Building | Interpersonal Skills

• Working with other public and private sector Agencies in efforts to provide information technology-specific customer service to the community, public, and key stakeholders
• Coordinating with vendors to acquire and implement technologies and resolve complex technical issues

Verbal and Written Communication Skills

• Clearly conveying information technology concepts and terminology with both technical and non-technical staff at all levels within and outside the agency
• Producing clear and concise written documents, reports, correspondence, and briefs
• Responding quickly, courteously, and proficiently to customer service requests
• Soliciting feedback and adjusting customer requests to fit into business improvement
• Preparing and maintaining documentation of department processes and procedures
• Generating consensus and collaborative relationships to bring about efficient and effective outcomes
• Providing detailed documentation related to technological solutions and systems supported

Customer Service

• Working with other public and private agencies in efforts to provide information technology-specific customer service to the community, public, and key stakeholders
• Generating consensus and collaborative relationships to bring about efficient and effective outcomes
• Establishing and maintaining positive and effective working relationships with peers, supervisors, and managers
• Responding quickly, courteously, and proficiently to customer service requests
• Soliciting feedback and adjust customer requests to fit into business improvements

MINIMUM QUALIFICATIONS Please click here for details on this classification, including the physical, mental, environmental and working conditions. •