IT Desk Support Specialist - Windows & Office 365

City of Lincoln; Canaan (CT); On-site; USD 29,000 - 32,000; Full time

Job summary

City of Lincoln is seeking a Desktop Support Technician to deliver first- and second-level technical support across local and remote environments. You will troubleshoot hardware and software, document incidents, and resolve issues spanning Windows, Office 365, and peripheral devices.

You will communicate with end users proactively, escalate as needed, and support shifts to maintain SLAs. Prior Windows and AD experience is required; CompTIA A+ or MCP credentials are preferred.

Qualifications

• Bachelor’s or Master’s degree in information technology, Computer Science, or related field, or equivalent combination of education, training and experience.
• Minimum of 18 months hands-on desktop support or IT help desk experience.
• Experience supporting Windows-based environments (Windows 10/11).

Responsibilities

• Provide first- and second-level technical support to end users via phone, remote access, and on-site visits.
• Log, track, and document incidents and service requests in the IT ticketing system.
• Install and support Windows OS (Windows 10/11) and Office 365; assist macOS users as needed.
• Coordinate with vendors for complex AV issues and maintain SLAs.
• Provide status updates to users and stakeholders on open incidents and resolutions.

Skills

Windows 10/11

Active Directory

Office 365

GPOs

Troubleshooting

MDM

Networking basics

Customer service

Communication

Education

Bachelor's or Master's in IT/CS

Equivalent combination of education, training, and experience

Tools

Cisco Jabber

Ticketing system

Job description

City of Lincoln is seeking a Desktop Support Technician to deliver first- and second-level technical support across local and remote environments. You will troubleshoot hardware and software, document incidents, and resolve issues spanning Windows, Office 365, and peripheral devices.

You will communicate with end users proactively, escalate as needed, and support shifts to maintain SLAs. Prior Windows and AD experience is required; CompTIA A+ or MCP credentials are preferred.