IT Support Technician — Windows & End-User Helpdesk

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

Job summary

City of Lincoln seeks a Desktop Support Technician to deliver first- and second-level IT support across local and remote environments in Hopkinsville, KY. Responsibilities include hardware/software troubleshooting, incident documentation, and support for Windows 10/11 and Office 365.

The role requires proactive end-user communication, SLA adherence, and occasional after-hours support, with a focus on enterprise applications, AV, printers, and device management.

Qualifications

• Minimum of eighteen 3 years of hands-on experience in a desktop support, help desk, or IT support capacity.
• Experience with Windows-based environments, including Windows 10 and Windows 11.
• Certifications such as CompTIA A+ or Microsoft certifications are preferred.

Responsibilities

• Deliver first- and second-level technical support for hardware, software, and applications.
• Log and document incidents and service requests in the IT ticketing system.
• Install, configure, upgrade, and troubleshoot Windows OS and Office 365.
• Provide macOS basics and support for enterprise applications and printers.
• Maintain SLAs with timely updates and escalation as needed.
• Assist with MDM for iOS/Android devices and collaborate on AV issues.
• Support multiple shifts and coordinate with vendors as required.

Skills

Windows 10/11 support

Active Directory

Office 365

Troubleshooting

Documentation

MDM support

End-user communication

Printer/PC hardware

Education

High school

CompTIA A+ certification

Microsoft 365 Fundamentals

Tools

Cisco Jabber

Job description

City of Lincoln seeks a Desktop Support Technician to deliver first- and second-level IT support across local and remote environments in Hopkinsville, KY. Responsibilities include hardware/software troubleshooting, incident documentation, and support for Windows 10/11 and Office 365.

The role requires proactive end-user communication, SLA adherence, and occasional after-hours support, with a focus on enterprise applications, AV, printers, and device management.