Desktop Support Technician

NIC Inc
Olathe, KS
28 Oct 2024

Vacancy expired!

NIC's corporate IT team is currently seeking applicants for a Desktop Support Technician for our Olathe, KS location. Acquired by Tyler Technologies (NYSE:TYL) on April 21, 2021, NIC is a leader in digital government solutions and payments, partnering with government to deliver user-friendly digital services that make it easier and more efficient to interact with government. NIC and Tyler are united in their mission to empower public sector entities to operate more efficiently and connected more transparently with their constituents and with each other.

The Desktop Support Technician’s role is to be the primary point of contact for all aspects of desktop support for NIC Division local and remote employees. This includes installing, diagnosing, repairing, maintaining, and upgrading all laptop hardware, software, and peripherals to ensure optimal performance. The Desktop Support Technician will also troubleshoot problem areas (in person, by telephone, via remote desktop, via e-mail) in a timely and accurate manner. The candidate must be willing to participate in afterhours support if critical issues arise or maintenance is required that must be done outside of normal business hours.

Day-to-Day Activities:

  • Assist in developing long-term strategies and capacity planning for meeting future desktop hardware and software needs
  • Initiating the procurement of equipment as needed
  • Conduct research on desktop support related hardware and software products. Evaluate and make recommendations based on business needs
  • Define, document, and maintain process, procedural, and troubleshooting documentation for Desktop Support
  • Perform analysis, diagnosis, and resolution of complex desktop issues for local and remote end users
  • Install, configure, test, deploy, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required desktop service levels
  • Equipment and OS level onboarding and initial desktop related training of new employees.
  • Collaborate with other teams as needed to identify, recommend, implement, and support effective and innovative technology solutions to support our environment
  • Provide support for end-user related network and VPN issues
  • Manage, prioritize, and quickly respond to incoming calls, tickets, and/or e-mails regarding desktop support issues and requests
  • Asset management for laptops and equipment ensuring that physical inventory levels are monitored and replenished as needed
  • Accurately document instances of desktop equipment or component failure, repair, installation, and disposal
  • Consult with third-party support and equipment vendors as needed to resolve hardware and software issues
  • Support and maintain the NIC Division Headquarters Local Area Network (wired and wireless)
  • Support and maintain the NIC Division Headquarters VoIP solution (Cisco VoIP, Physical and Soft Phones)
  • Support and maintain Windows Server Functions (DHCP, Printing, Backup, WSUS, and WDS)
  • Support and maintain the standard desktop support laptop image using Microsoft Deployment Toolkit and/or Microsoft Endpoint Manager (Intune)
  • Active Directory, Exchange, Azure AD, Microsoft 365 administration – Including SharePoint Online, OneDrive, Teams etc.
  • Software packaging for deployment through Microsoft Endpoint Manager (Intune) and Microsoft Endpoint Configuration Manager (SCCM)
  • Stay abreast of technology changes and determine when the application of new technologies is necessary and appropriate

Position-Specific Required Skills:

  • Previous experience in a technical support role
  • Excellent organization and time management skills
  • Excellent customer service skills. Must be comfortable with supporting all levels of users, including Executives
  • Excellent troubleshooting skills
  • Excellent written and verbal communications skills
  • Must possess a continuous improvement mentality
  • Must possess a positive, approachable attitude that combines exceptional service with user education and empowerment
  • Must have a strong work ethic
  • Must be able to self-manage priorities effectively and be at ease with multitasking
  • Hands-on hardware troubleshooting experience
  • Experience with the installation and troubleshooting of Windows and Mac Operating Systems
  • Mobile device support experience (iOS, iPadOS, Android)
  • Experience with Encryption software
  • Ability to read and understand technical manuals and procedural documentation
  • Experience with configuring and supporting a network printing environment
  • Strong team player in a fast paced, dynamic, collaborative, deadline-driven environment
  • Strong analytical thinker and ability to collect information and perform research as needed

Position-Specific Desired Skills:

  • Proficiency with command line tools (PowerShell/Bash) and scripts
  • Knowledge of Microsoft SCCM, Microsoft InTune, or other similar deployment system
  • Experience with the installation and troubleshooting of Linux Operating systems
  • Experience with ServiceNow ITSM Software, or similar ticketing system
  • ITIL V3/4 Foundations Certified
  • COMP TIA A+ Certified
  • COMP TIA Network+ Certified
  • COMP TIA Security+ Certified

Benefits:

  • Competitive compensation program
  • Competitive Health, Dental and Vision
  • Stock purchase plan
  • Matching 401(k) contributions
  • Company wellness program
  • Casual and fun office environment
  • Paid State holidays and vacation
  • Tuition reimbursement
  • ID: #21825051
  • State: Kansas Olathe 66051 Olathe USA
  • City: Olathe
  • Salary: USD TBD TBD
  • Job type: Permanent
  • Showed: 2021-10-28
  • Deadline: 2021-12-25
  • Category: Systems/networking