Desktop Support - American Technology Consulting

Position Description:This position is responsible for providing desktop and enduser support for the Department of Labor & Industry (DLI) which consists ofapproximately 4000 users. This position supports the Daily operation of severalbureaus within the DLI HQ building at 651 Boas Street in Harrisburg.Skills:The skill level of this position requires the ability to actindependently, work in team environments and have a highly advanced proficiencyand competence in a variety of IT platforms and technologies. This role hasvarious tasks, including troubleshooting of the Windows and Mac operatingsystems, COTS applications as well as numerous in-house developed applications,VPN connectivity issues, VDI connectivity issues, software removal andinstallation, hardware replacements and distributions, printer setups, basicnetworking issues, imaging desktops/laptops, and working with vendors tocoordinate onsite repairs.In addition to all the laptop and printer deployments, the technician in thisposition has resolved 80-90% of the incident tickets assigned which sometimeinvolves working with vendors, working with other IT teams and especially userswhen ‘hands-on’ is required.List of Skills: 1. Thorough knowledge and use of ServiceNow or understanding of asset management system 2. Expert knowledge and use of Windows OS and O365 Office products 3. Excellent customer service awareness and communication skills 4. Excellent troubleshooting and problem-solving skills 5. Knowledge of hardware desktop, printer, scanner, video 6. Knowledge of software installation, patching and troubleshooting 7. Knowledge of imaging workstations using MDT and/or SCCM 8. Ability to transport/lift boxes/equipment 9. Ability to work independently and as a member of a team 10. Knowledge of VPN setup, support and install 11. Able to resolve technical issues with users over the phone 12. Knowledge of active directory users and privileges 13. Knowledge of wireless workstation setup and support 14. Ability to think and act under pressure 15. Good organizational skills 16. Excellent professionalism