Service Desk Support Technician Level 2

Datawize Technologies LLC; Dallas (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Dallas County IT Services is seeking a dedicated Desktop Support Technician Level 2 to join the team in Dallas County. The role provides remote and hands-on support to county employees, ensuring desktop hardware and software function efficiently.

Responsibilities include imaging, deployments, breaks/fix work, and coordinating vendor repairs. On-call after hours every few months; travel may be required with mileage reimbursed. CompTIA A+ certification is required.

Qualifications

• 4+ years of Desktop Support experience in an Enterprise environment.
• Strong knowledge of desktop Windows operating systems and troubleshooting.
• Experience with Microsoft Office Suite and antivirus programs.
• Ability to troubleshoot hardware and software issues on desktops, laptops, and peripherals.
• Networking basics (TCP/IP, DNS, DHCP) and wireless connectivity troubleshooting.
• CompTIA A+ certification required; other desktop support certifications are beneficial.

Responsibilities

• Provide remote and hands-on desktop support to Dallas County employees.
• Perform hardware and software break/fix, imaging, deployments, moves, and repair coordination.
• Support remotely via SCCM and visit sites as needed.
• Handle after-hours on-call responsibilities every few months.
• Document issues and resolutions for knowledge sharing.

Skills

Desktop Support

Windows OS

Office Suite

Networking basics

Troubleshooting hardware/software

Customer service

CompTIA A+

Job description

Job Title: Desktop Support Technician Level 2

Location: Dallas County IT Services Office

Department: Desktop Support Dallas County IT Services Contract

Reports to: Desktop Support Supervisor

Position Overview:

We are seeking a dedicated and detail-oriented Desktop Support Technician to join our team. The ideal candidate will provide remote and hands-on technical support to Dallas County employees, ensuring that all desktop systems, hardware, and software are functioning efficiently. As part of the IT support team, you will play a crucial role in diagnosing and resolving technical issues, assisting with IT-related projects, and maintaining the overall health of the Dallas County IT endpoint infrastructure.

Key Responsibilities:

• Responsible for hardware and software break/fix, PC imaging, maintenance, configuration, installation, upgrades, deployments, moves, and repair coordination of 3rd party vendor services.
• Support will be provided remotely over SCCM where appropriate, visiting in person as necessary to fulfill support needs.
• Work duties assist in related functional areas and may include service desk in-bound phone processing and asset management deployment and moves.
• After hours On-call responsibility for two weeks approximately every three months. While on-call, may be required to visit County sites after-hours for emergency incidents.
• Verify and troubleshoot patch management, mobile device management, and asset assignment.
• Maintain and verify user account information including rights, security, & systems groups.
• Shows awareness of and complies with security standards and regulatory requirements.
• Provide support to Dallas County employees by resolving service requests remotely via phone, email, chat, or in person to ensure timely resolution.
• Document support issues and resolutions for future reference and team knowledge sharing.
• Collaborate with other IT staff to identify and implement IT solutions for the organization.
• Provide excellent customer service and ensure a positive support experience for County employees.

Qualifications:

• Requires 4+ years of Desktop Support experience providing break/fix and VIP support in an Enterprise environment.
• A reliable personal vehicle is required for occasional use (backfill / sub-building location support), and travel reimbursed at state defined mileage rates.
• Ability to prioritize and manage multiple tasks efficiently while maintaining excellent communication and customer service skills.
• Strong knowledge of desktop Windows operating system and troubleshooting techniques.
• Experience troubleshooting common software applications (Microsoft Office Suite, antivirus programs, etc.).
• Ability to troubleshoot hardware and software issues on desktops, laptops, and peripherals.
• Knowledge of networking basics (TCP/IP, DNS, DHCP, etc.) and wireless connectivity troubleshooting.
• Strong attention to detail, outstanding written and verbal communication, and analytical problem-solving skills.
• CompTIA A+ certification required. Other desktop support related certifications are beneficial.

Working Conditions:

• Full-time On-Site, Monday to Friday between business hours of 7am-5pm.

• After-hours On-call responsibility for two weeks approximately every three months.