Desktop Support Technician

Tech Mirrors; Denver (CO); On-site; USD 50,000 - 70,000; Full time

Job summary

Tech Mirrors is looking for a contractor to join the Strategic Work Assignment Taskforce in Denver, CO. The role involves device imaging, deployment, and providing tier one and two troubleshooting support for various OIT Deskside Support teams.

The ideal candidate will be stationed at various locations across the Denver Metro area, working Monday to Friday from 8 AM to 5 PM. The position will include responsibilities related to asset management and client interaction.

Qualifications

• Experience with imaging and deployment of computers.
• Knowledge of Service Now ticketing system.
• Ability to manage assets and maintain documentation.

Responsibilities

• Prepare devices for deployment using standard methods.
• Provide tier one and two troubleshooting support.
• Assist agencies with vulnerability remediation and support.
• Attend project update meetings.

Skills

Device imaging and deployment

Troubleshooting skills

Asset management

Customer service

Job description

Project Overview

The project consists of being part of the Strategic Work Assignment Taskforce with the objective of assisting multiple teams throughout OIT’s Deskside Support teams throughout the Denver Metro area. The “SWAT” team assists many of the OIT DSS teams with device imaging and deployment, ticket (both Tasks and Incidents) completion, troubleshooting, device life cycle management, and assisting with other team objectives. This position will require being stationed at several different locations throughout the state on a week-to-week basis to assist with specific projects or to provide extra assistance to DSS teams. Work shifts are from 8am to 5pm.

Scope of Work

• Imaging and Deployment of Computers: Preparing desk‑facing devices (including but not limited to laptops, desktops, phones, and printers) using OIT standard methods. Also, the installation of software, drivers, and updates before deploying the device to the intended user.
• Device Surplus: Breaking down and removing hard drives from out‑of‑warranty or disabled devices, cataloging them, and transporting them to their location of destruction.
• Asset Management: Maintaining accurate information within OIT’s asset management systems for all desk‑facing devices (including but not limited to laptops, desktops, phones, and printers).
• Incident Ticket Completion: Providing customers with break‑fix tier one and two troubleshooting support to be tracked within the Service Now ticketing system. These tickets will be completed within the SLA time limit.
• Task Ticket Completion: Provide customers with tier one and two serviceable action items including software installation, device setup, device transportation/removal, shipping, and other non‑break‑fix action items. These tickets will be completed within the SLA time limit and kept up to date with notes at minimum once per week until resolved.
• Multi Agency Assistance: The contractor will be asked to assist one or more of the following agencies and is expected to be able to travel and have a mode of transportation between agencies in the Denver Metro area.
  • Vulnerability remediation
  • Office move support
  • Peripheral support: Monitors, docks, printers, headsets, etc.
  • Onboarding and offboarding End User support
• Meeting Attendance: Attend project update and status alignment meetings.

Deliverables

The Service Provider will maintain and continue the duties until the end of their contract in accordance with the Scope of Work detailed in the previous section. The hours will be 8-5pm MST including 1 lunch hour, Monday through Friday. They will be off on all State observed Holidays.