Field Desktop Support Specialist

Work for Indiana

Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, youll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, youll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.

About the Indiana Office of Technology (IOT):

The Indiana Office of Technology provides cost-effective, secure, consistent, reliable enterprise-technology services to our partner agencies so that they can better serve our mutual customer, the Hoosier taxpayer. IOT will also act as the technology and solution enabler for the State, helping its partner agencies achieve business objectives and innovation.

Role Overview:

The Field Desktop Support Specialist provides desktop and software support for State agencies in Southwest Indiana. Travel is required to state agency sites within the service area. Staff receive mileage reimbursement for using personally-owned vehicles for travel and transporting equipment. Key responsibilities for this role are:

• Load approved software, back up data, and restore data, ensuring that all equipment is operating at optimal performance levels.
• Assist with equipment relocations and ensuring that network connectivity is available.
• Have experience with break fix, diagnosing, troubleshooting, repairing hardware and software and helping resolve networking issues.
• Have experience transporting and setting up devices and assisting with new/relocation projects.
• Demonstrate excellent time management and prioritization skills.
• Work independently with little supervision and successfully manage the locations within the defined service area, providing backup to team members, as needed.
• Maintain productive working relationships with agencies and coworkers.
• Ensure excellent customer service for the end users.
• Demonstrate effective communication skills.
• Provide support at the agency's worksite or other assigned worksite and provide remote support, depending on the need of the issue and the end user.

Issues that cant be resolved by the Field Desktop Support Specialist will be escalated to a Senior technician for Tier 3 Support.

This role will serve Clark, Floyd, and Harrison counties in Southeast Indiana. This position requires both onsite and remote assistance to the customers in this service area. Residency in the service area and reliable transportation are essential.

Salary:

The salary for this position traditionally starts at $55,224.00 but may be commensurate with education and work experience. Use our Compensation Calculator to view the total compensation package.

A Day in the Life:

The essential functions of this role are:

• Installing Windows OS, software applications, and Microsoft updates on all devices.
• Processing and updating Job Orders from the Inventory Database for accuracy.
• Return devices back to stock for redeployment and remove devices from Active Directory to update billing records.
• Transport, receive and ship devices to office locations throughout the state maintaining inventory database records.
• Maintain loaner pool, immediate response pool and vaccination center equipment for immediate re-deployment.
• Maintain Warranty Certifications
• Perform hardware break/fix on devices covered under warranty.
• Troubleshoot break/fix devices to assist Desktop Support and PC Refresh technicians.
• Maintain inventory stock by keeping accurate records in inventory database and room is neat and organized
• Provide support to agency on site personnel who need assistance
• Communicates directly with Dispatch, Tier 3 Support, Software Distribution and Security Team for device support with Mail Orders, Imaging, Software Applications and support of International Travel devices.
• Provides support for Deployment Room staff
• Provide support to PC Refresh Project Managers.
• Performs new Asset (device) uploads in the inventory database.
• Provides back up to LAN Administrator Manager while out of the office.

The job profile is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time.

This position is exempt from overtime compensation for additional work hours that may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.

What Youll Need for Success:

Credentials:

• Bchelor's degree and 1+ year of experience, or
• Associate's degree and 2+ years of experience, or
• 3+ years of experience applying the below, outlined knowledge, skills, and abilities in a similar role.
• Related certifications and coursework may be considered for education or experience.

Additional qualifications:

• Working knowledge of network operating systems.
• Working knowledge of local area network concepts.
• Working knowledge of technology equipment including operating characteristics and limitations.
• Working knowledge of operating systems and networking protocols.
• Ability to read and understand complicated technical manuals on hardware, software, and technical tools and be able to apply it.
• Able to perform essential functions with or without reasonable accommodation.
• Working knowledge of ServiceNow preferred.
• Working knowledge of Beyond Trust preferred.
• Ability to perform essential functions with or without reasonable accommodation.

A degree is not required. However, at least 3+ years of experience applying the outlined knowledge, skills, and abilities in a similar role may be considered.

Supervisory Responsibilities/Direct Reports:

This role may be utilized in a supervisory capacity based on agency needs.

Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefits package for full-time employees that includes:

• Three (3) medical plan options (including RX coverage) as well as vision and dental plans

• Wellness Rewards Program: Complete wellness activities to earn gift card rewards

• Health savings account, which includes bi-weekly state contribution

• Deferred compensation 457(b) account (similar to 401(k) plan) with employer match

• Two (2) fully-funded pension plan options

• A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:

• 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers

• Up to 15 hours of paid community service leave

• Combined 180 hours of paid vacation, personal, and sick leave time off

• 12 paid holidays, 14 in election years

• Education Reimbursement Program

• Group life insurance

• Referral Bonus program

• Employee assistance program that allows for covered behavioral health visits

• Qualified employer for the Public Service Loan Forgiveness Program

• Free Parking for most positions

• Free LinkedIn Learning access

Equal Employment Opportunity:

The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at jobs@spd.IN.gov.