Desktop Support Technician

Typically has three (3) to five (5) years of IT work experience with demonstrated working knowledge of the basic hardware and software products and problem-solving troubleshooting skills.

Requirements/Qualifications

The Department is seeking a full-time, on-site Client Technologies Technician throughout the contract term of this RFQ.

Education Requirements

· A high school diploma, its equivalent, or two (2) years of equivalent work experience is required.

Required Qualifications

The Department requires the following experience, skills, and/or knowledge for this position:

1. Two (2) or more years of experience in the provision of Tier 2 Customer Support for desktop computers, printers, scanners, etc.;

2. Experience installing, troubleshooting, and supporting desktop applications and operating systems including, but not limited to, Windows Operating System (OS), Office, Outlook, and Internet Explorer;

3. Experience installing and troubleshooting computer hardware and software to include, but not be limited to, personal computers, printers, and peripherals in both a network and standalone environment; and

4. Valid Driver License.

Preferred Qualifications

The Department prefers the Candidate to have the following experience, skills, and/or knowledge for this position:

1. Experience solving computer problems over the phone and troubleshooting PC and peripheral-related problems;

2. Knowledge of Transmission Control Protocol (TCP)/ Internet Protocol (IP);

3. Experience with installing and troubleshooting 3270 emulation software;

4. Experience installing, diagnosing, and repairing hardware to include, but not limited to, hard drives, Random Access Memory (RAM), processors, CD-RWs, DVD-RWs, Multimedia kits, and other peripherals;

5. Experience using imaging software for deploying desktop PCs;

6. Experience providing Voice Over Internet Protocol (VoIP) phone support;

7. Experience providing Virtual Private Network (VPN) client support;

8. Experience working for a criminal justice agency;

9. Knowledge of IT standards in a criminal justice environment;

10. Experience supporting end users in a criminal justice environment;

11. Ability to work independently and to communicate effectively; and

12. Ability to travel throughout the assigned region as needed.

Scope of Work/Job Characteristics

The Client Technologies Technician will serve as the principal line of communication for the project team. The duties and responsibilities of this position are as follows:

· Configure and install software for IT user desktops and laptops;

· Installation and support of mobile devices, including laptops, Chromebooks, etc.;

· Installation and support of Department and Vendor network equipment to include switches, wireless APs, etc.;

· Network Cabling installations and terminations;

· Personal Computer (PC) imaging, configuration, and installations (for both Department staff and inmate PCs);

· Participate in the installation and rollout of new software packages, upgrades, and new desktop hardware;

· Maintain desktop software and hardware;

· Hardware and software troubleshooting (for both Department staff and inmate PCs);

· Support mobile workforce;

· Provide Tier 2 support to IT users for basic software and hardware of end-user computing and desktop-based Local Area Network (LAN) systems;

· Troubleshoot problems using scripts and checklists as guides;

· Escalate to Tier 3 support when necessary;

· Document problems and resolutions;

· Perform end-user training, if applicable;

· Provide quality customer service;

· Participate in the testing and evaluation of new desktop packages;

· Implement prototypes;

· Provide support for printers and peripherals;

· Support of inmate education labs to include server and PC imaging, server and PC-based software installations and troubleshooting, group policy implementation, physical security audits and inventories; and

· This position provides regional support in tandem with the Bureau of Field Technology Services. A work location will be provided as available nearest the applicant selected.

Job Type: Contract

Pay: $30.00 - $32.00 per hour

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person