Executive Deskside IT Support Technician

City of Lincoln; Dallas (TX); On-site; USD 68,770,000 - 71,635,000; Full time

Job summary

The City of Lincoln is seeking a Deskside Support Technician to provide hands-on IT support at the HQ, serving as the primary on-site resolver for hardware, software, and connectivity incidents that cannot be resolved remotely.

You will manage L2/L3 deskside tickets, device lifecycle activities, onboarding/offboarding, and AV support for executive spaces, collaborating with the Desktop Engineering team on policy, security, and knowledge management.

Qualifications

• 4+ years in an enterprise IT support role, supporting senior stakeholders or executives.
• Strong knowledge of Windows 10/11, macOS, and Active Directory / Azure AD / Entra ID.
• Hands-on experience with Microsoft Intune (Autopilot, compliance policies, app deployment) and/or Jamf.
• Proficiency in M365 application support and administration basics.
• ITSM tool experience (ServiceNow, Remedy, or equivalent); strong ticket documentation discipline.

Responsibilities

• Provide L2/L3 deskside support for hardware, software, OS, and peripheral issues across Windows and macOS environments.
• Manage and resolve escalated tickets from the service desk within defined SLA/SLO targets; ensure accurate ticket hygiene and knowledge base (KB) updates.
• Execute device lifecycle activities — imaging, configuration, deployment, refresh, and decommission — aligned to zero-touch enrollment (ZTE) principles using Microsoft Intune and/or Jamf.
• Support onboarding and offboarding (JML) processes for HQ-based employees, including device provisioning and account readiness.
• Perform break-fix and warranty coordination for end-user hardware (laptops, desktops, peripherals, monitors, mobile devices).
• Administer and troubleshoot M365 applications (Outlook, Teams, OneDrive, SharePoint) and collaborate with the Desktop Engineering team on policy and configuration issues.
• Maintain asset inventory accuracy within the ITSM platform; enforce asset tagging and audit compliance.
• Proactively identify recurring issues and contribute root cause findings to Problem Management.
• Support patch compliance and endpoint security posture in coordination with the Desktop Engineering team.
• Contribute to continual service improvement (CSI) initiatives and document resolutions for reuse across the knowledge base.

Skills

Desk-side support

Windows/macOS

ITSM ticketing

Azure AD/Entra ID

Intune/Jamf

M365

AV systems

Executive support

Customer service

Education

High school

Bachelor’s or equivalent in IT

Tools

Intune

Jamf

Active Directory

Azure AD

M365

ServiceNow

Remedy

Job description

The City of Lincoln is seeking a Deskside Support Technician to provide hands-on IT support at the HQ, serving as the primary on-site resolver for hardware, software, and connectivity incidents that cannot be resolved remotely.

You will manage L2/L3 deskside tickets, device lifecycle activities, onboarding/offboarding, and AV support for executive spaces, collaborating with the Desktop Engineering team on policy, security, and knowledge management.