The
Desktop Support Technician
will support the Texas Department of Transportation (TxDOT). This role provides hands-on desktop and end-user technical support within an enterprise environment, covering installation, repair, and troubleshooting of desktop and laptop hardware, software, and related peripherals. The technician delivers white-glove support to executive-level staff and provides day-to-day assistance for Office 365, MS Teams, Webex, and other local technology needs. This position also contributes to the creation of support processes, participates in project efforts, identifies network-related desktop issues, and provides local technical leadership. The technician mentors junior technicians and works across a multi-vendor support environment in an onsite setting.

Responsibilities:

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  Install, repair, maintain, and troubleshoot desktop and laptop hardware, software, and related peripherals in an enterprise support environment.
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  Provide white-glove end-user and executive-level support for Office 365, MS Teams, Webex, and other local technology needs.
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  Provide technical support and user guidance to end users.
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  Troubleshoot hardware, peripherals, and collaboration tools within an enterprise environment.
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  Identify and address network-related desktop issues.
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  Create and contribute to support processes.
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  Participate in project efforts as needed.
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  Provide local technical leadership across a multi-vendor support environment.
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  Mentor junior technicians.
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  Support day-to-day end-user technology needs in an onsite environment.

Requirements

Minimum Qualifications:

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  5 years of experience providing end-user support, supporting personal computer hardware, and handling routine software installation.
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  5 years of experience troubleshooting IT hardware and peripherals in an enterprise environment.
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  5 years of experience supporting Microsoft Office 365 and MS Teams.
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  4 years of experience providing white-glove executive-level support.
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  4 years of experience supporting video teleconferencing solutions such as Cisco Webex.

Preferred Qualifications:

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  Experience creating technical knowledge articles.
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  Experience utilizing ServiceNow in a support environment.
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  Experience working in a multi-vendor support operation.