DCA IT Service Desk Technician

Expedite Talent Solutions

Atlanta (GA)

On-site

USD 42,000 - 68,000

Full time

14 days+

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Job summary

Department of Community Affairs (DCA) is seeking an IT Service Desk Technician to provide first- and second-level support to agency employees. You will diagnose, troubleshoot, and resolve hardware, software, and network issues, primarily via phone, email, or in person, in a hybrid IT environment.

Local candidates only; on-site work may be required. Responsibilities include incident logging in ServiceNow, device management with Intune and Autopilot, and support across Microsoft 365 services and

Qualifications

Two years of experience in a Help Desk or Service Desk environment.
Associate degree in IT/CS with one year of technical support experience.
Bachelor's degree in IT/CS or related field is preferred.

Responsibilities

Serve as the first point of contact for IT incidents and service requests.
Provide remote, phone, email, chat, and desk-side support to end users.
Troubleshoot hardware, software, network, printing, and device issues.
Escalate complex issues while owning the customer communication.
Meet established SLAs and deliver high-quality customer service.
Log, categorize, prioritize, and resolve incidents in ServiceNow.
Document troubleshooting steps and resolutions for knowledge articles.
Support Windows 11 devices, Microsoft 365, and identity management.

Skills

Strong customer service

Troubleshooting

Documentation

ITIL knowledge

Communication

Teamwork

Education

High School Diploma or GED

Associate degree in IT/CS

Bachelor's degree (preferred)

Tools

ServiceNow

Microsoft 365

Azure AD / Entra ID

Active Directory

Intune

Windows Autopilot

VPN technologies

Cisco Webex

Job description

Short Description

Under general supervision, provides assistance to computer system users. Answers questions or resolves computer problems for clients in person, via telephone, email, or from remote locations.

Complete Description

Agency: Department of Community Affairs (DCA)

The IT Service Desk Technician provides first- and second-level technical support to agency employees by diagnosing, troubleshooting, and resolving hardware, software, network, and application issues. This position serves as the primary point of contact for IT support requests, ensuring timely resolution of incidents and service requests while delivering exceptional customer service. The technician supports endpoint devices, Microsoft 365 services, identity management, asset lifecycle processes, and enterprise business applications in a hybrid IT environment.

LOCAL CANDIDATES ONLY - Selected candidates will be expected to work onsite when required.

Essential Duties and Responsibilities

Customer Support

Serve as the first point of contact for IT incidents, service requests, and technical inquiries.
Provide remote, phone, email, chat, and desk-side technical support to end users.
Troubleshoot and resolve hardware, software, network connectivity, printing, mobile device, and application issues.
Escalate complex issues to appropriate IT teams while maintaining ownership and communication with customers.
Deliver outstanding customer service while meeting established Service Level Agreements (SLAs).

Incident, Request & Problem Management

Log, categorize, prioritize, and resolve incidents and service requests using ServiceNow.
Follow ITIL best practices for Incident, Request, Problem, and Knowledge Management.
Document troubleshooting steps, resolutions, and knowledge articles to improve service quality.
Monitor ticket queues and ensure timely follow-up and closure.

Endpoint & Device Support

Configure, deploy, image, and maintain Windows 11 laptops and desktops using Microsoft Intune and Autopilot.
Install, configure, and troubleshoot desktop software, Microsoft 365 applications, browsers, VPN, and business applications.
Support printers, scanners, webcams, docking stations, and other peripheral devices.
Perform workstation moves, adds, changes, and equipment replacements.

Identity & Access Management

Create, modify, and disable user accounts within Microsoft Entra ID (Azure AD) and Active Directory.
Manage password resets, Multi-Factor Authentication (MFA), and account lockouts.
Assist with onboarding, offboarding, and access provisioning activities.

Microsoft 365 Support

Support Microsoft Outlook, Teams, OneDrive, SharePoint Online, and other Microsoft 365 services.
Assist users with collaboration tools and cloud-based productivity applications.
Troubleshoot synchronization, licensing, and authentication issues.

Hardware Asset Management

Receive, inventory, assign, track, and recover IT assets.
Maintain accurate hardware inventory records within ServiceNow Asset Management.
Perform asset lifecycle activities including deployment, relocation, repair, replacement, and retirement.
Assist with inventory audits and asset reconciliation.

Collaboration

Work closely with Infrastructure, Cybersecurity, Applications, Telecommunications, and vendors to resolve issues.
Participate in technology rollouts, hardware refreshes, software deployments, and special IT projects.

Minimum Qualifications

High School Diploma or GED.
Two (2) years of experience providing technical support in a Help Desk or Service Desk environment.

Associate degree in Information Technology, Computer Science, or related field and one (1) year of technical support experience.

Preferred

Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field.
Experience supporting state or local government environments.

Preferred Technical Experience

Experience supporting: