IT Help Desk | End-User Support

Are you passionate about helping people solve technical problems and keeping systems running smoothly? We're looking for a Client Technologies Technician to be the friendly, knowledgeable front line of an IT Help Desk supporting a fast-paced professional environment.

This role is perfect for someone who enjoys troubleshooting, working directly with users, and being the go-to resource when technology challenges arise.

As a Client Technologies Technician, you'll serve as the first point of contact for IT support, delivering prompt, professional assistance while ensuring systems and users stay productive.

Key responsibilities include:

• As directed by the Department, answer, document, and triage help desk calls, emails, and instant messages as the initial point of contact for the IT Help Desk Call Center.
• As directed by the Department, process initial basic user account provisioning and rights assignments to the Department’s Active Directory and TRAIN learning systems, enact rights assignment changes as required, and decommission accounts upon staff departure.
• As directed by the Department, without leaving the Call Center unattended, perform basic issue resolution for reoccurring and simple requests (i.e., password resets, account unlocks, device connectivity.
• As directed by the Department, triage other requests to appropriate service level tiers and refer them to the appropriate, assigned team members.
• As directed by the Department and throughout the PO term, maintain current and accurate “Tier 0” online self-service resources for the Division of Public Health Statistics and Performance Management staff.
• As directed by the Department, document and maintain Department IT Help Desk knowledge repository (i.e., service catalog, training, customer journey maps, process library, configuration library, policies, white papers).
• As directed by the Department, assist and train Department users on general computer and software use.
• As directed by the Department, maintain and track loaner equipment for the Department’s Division, issuing devices upon request and ensuring devices are configured according to current standards, versions and protocols.
• As directed by the Department, provide replacement peripherals (i.e., mice, keyboards, webcams, cabling) as needed.
• As directed by the Department track use and deployment of peripherals (as specified above) for budgeting
• As directed by the Department, maintain software and hardware inventory logs for the Department IT Help Desk.
• As directed by the Department, assist in team projects, improvement initiatives, and processes as needed.
• As directed by the Department, record, in compliance with guidelines and supporting policy as identified by the Department, all data and reports, including but not limited to time and attendance, activity records, mileage, report cards, etc.

Key responsibilities include:

• Answering, documenting, and triaging help desk requests via phone, email, and chat
• Resolving common issues such as password resets, account unlocks, and connectivity problems
• Managing user accounts, access rights, and deactivations in enterprise systems
• Escalating complex issues to the appropriate technical teams
• Maintaining IT knowledge base content and self-service resources
• Assisting users with general computer and software questions
• Managing loaner equipment, peripherals, and IT inventory
• Supporting audits, inventories, and team improvement initiatives
• Ensuring compliance with data security and confidentiality requirements

CONTRACTOR QUALIFICATIONS AND EXPERIENCE:

• 2+ years of experience in a help desk or service desk environment
• Strong working knowledge of Microsoft Office and common desktop technologies
• Hands-on experience troubleshooting hardware, software, and user access issues
• Clear communicator who can explain technical concepts to non-technical users
• Organized, detail-oriented, and comfortable working in a structured environment
• Ability to pass a background screening

Why This Role?

• Stable, long-term engagement in a mission-driven environment
• Hands-on exposure to a wide range of IT support activities
• Opportunity to make a measurable impact improving user experience
• Collaborative team setting with room to grow your technical skill set