Desktop Support Technician

City of Lincoln; Memphis (TN); On-site; USD 46,000 - 48,000; Full time

Job summary

City of Lincoln in Memphis, TN, is seeking a Desktop Support Technician to provide first- and second-level IT support across local and remote environments. The role focuses on hardware/software troubleshooting, incident documentation, and timely escalation to maintain SLAs across all shifts.

The position requires a high school diploma or higher, with 18+ months of IT support experience and strong knowledge of Windows 10/11, Office 365, and AD.

Qualifications

• Bachelor’s or Master’s degree in information technology, computer science, or a related field, or equivalent combination of education and experience.
• Minimum 18 months of hands-on desktop support/IT help desk experience.
• Experience supporting Windows 10/11 environments and MS Office 365.

Responsibilities

• Provide first- and second-level IT support for hardware, software, and applications via phone, remote access, or on-site.
• Log and maintain incident and service request documentation in the IT ticketing system.
• Install and troubleshoot Windows OS (Windows 10/11) and Office 365; support macOS as needed.
• Support enterprise applications such as Cisco Jabber and other approved software.
• Install, configure, and troubleshoot printers, desktops, laptops, and peripherals.
• Perform routine preventive maintenance on IT equipment.
• Escalate issues to maintain SLAs and coordinate with vendors for complex AV issues.
• Support mobile device management for iOS and Android devices.

Skills

Windows OS

Active Directory

Group Policy Objects

Office 365

PC hardware

Troubleshooting

Customer service

Multitasking

Education

Bachelor’s or Master’s in IT/CS or related field

Equivalent education/experience

Tools

MDM platforms

Enterprise antivirus

Ticketing systems

Job description

• Location 5151 East Shelby Drive,Memphis, TN, 38118,United States
• Base Pay $22.00 - $23.00 / Hour
• Job Category Information Technology
• Employee Type Full-Time Non-Exempt
• Required Degree High school

Contact information

• Phone [phone]

Description

POSITION DESCRIPTION

Department: Information Technology | FLSA Classification: Non-Exempt | Employment Type: Full-Time

POSITION SUMMARY

The Desktop Support Technician delivers first- and second-level technical support across local and remote environments. Responsibilities include hardware and software troubleshooting, incident documentation in the IT ticketing system, and resolution of issues involving operating systems, enterprise applications, and peripheral equipment. This role requires proactive communication with end users and timely escalation to maintain SLAs and operational consistency across all shifts.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Primary duties are listed below. This list is illustrative, not exhaustive; additional duties may be assigned as business needs require.

• Deliver first- and second-level technical support to end users for hardware, software, and application issues via phone, remote access tools, and on-site assistance.
• Log, track, and maintain accurate documentation for all reported incidents and service requests within the designated IT ticketing system.
• Install, configure, upgrade, and troubleshoot supported Windows operating systems (currently Windows 10 and Windows 11) and the Microsoft Office 365 suite.
• Provide foundational support for macOS environments to assist users of Apple devices.
• Install, configure, and support enterprise applications, including Cisco Jabber and other organization-approved software.
• Install, configure, and troubleshoot printers, desktop computers, laptops, and other authorized peripheral devices.
• Perform routine preventive maintenance on computers, laptops, and printers to ensure continued operational reliability.
• Conduct remedial repairs on desktops, laptops, printers, and related peripheral equipment.
• Utilize diagnostic tools to troubleshoot issues related to network connectivity and workstation hardware and software.
• Coordinate with third-party vendors to remediate complex audio/visual (AV) issues as required.
• Provide timely and professional status updates to end users and stakeholders regarding open incidents and resolutions.
• Support mobile device management (MDM) for iOS and Android devices within the enterprise environment.
• Demonstrate working knowledge of networks, servers, audio/visual systems, smart devices, and telecommunications in support of a broad range of IT needs.
• Perform other duties as assigned by management in support of departmental and organizational objectives.

MINIMUM QUALIFICATIONS

Education

• Bachelor’s or master’s degree in information technology, Computer Science, or a related field; OR an equivalent combination of education, training, and relevant work experience.

Experience

• Minimum of eighteen (18) months of hands‑on experience in a desktop support, help desk, or IT support capacity.
• Demonstrated experience supporting Windows-based environments, including Windows 10 and/or Windows 11.

Certifications (Preferred)

• CompTIA A+ certification or equivalent vendor-neutral credential.
• Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or higher‑level Microsoft certification.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Proficiency in Windows operating systems, Microsoft Active Directory, Group Policy Objects (GPOs), and Microsoft Office 365.
• Experience with PC and laptop hardware installation, configuration, and troubleshooting.
• Familiarity with enterprise antivirus and endpoint protection solutions.
• Experience with helpdesk ticketing systems and IT service management practices.
• Knowledge of mobile device management (MDM) platforms supporting iOS and Android devices.
• Familiarity with enterprise encryption solutions and Windows device management via Active Directory.
• Strong analytical, problem-solving, and technical troubleshooting abilities.
• Ability to effectively manage multiple priorities, work independently, and consistently meet established SLAs.
• Excellent verbal and written communication skills with the ability to convey technical information clearly to non-technical audiences.
• Demonstrated commitment to delivering high-quality customer service to internal stakeholders.
• Ability to adapt to a rapidly evolving technology environment and shifting organizational priorities.
• Willingness to work outside standard business hours, including evenings and weekends, for scheduled project support or emergency response as required.

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

• Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment.
• Occasionally required to lift and/or move IT equipment weighing up to 50 pounds.
• May require bending, kneeling, or crouching to install or service equipment.
• Work is