The Iowa Workforce Development, Division of Vocational Rehabilitation Services (IWD-VRS) is seeking a dedicated Desktop Support Technician to join the IVRS IT Help Desk team.
This position will provide Tier 1 and Tier 2 support to IVRS staff and leadership, assisting with technical issues, communicating with non-technical users, and escalating issues as needed.
The role includes software installation, computer imaging, and other related IT tasks.
Key Responsibilities :
- Provide desktop / laptop / thin client support both desk-side and remotely.
- Install, patch, and troubleshoot Windows 7 / 10.
- Troubleshoot issues with Microsoft 2019 and Office 365 products.
- Configure and troubleshoot Windows networking (TCP / IP).
- Escalate issues to next-level support or management as appropriate.
- Troubleshoot issues with Microsoft Edge and Google Chrome.
- Provide support using remote tools.
- Install and troubleshoot a variety of in-house developed and third-party software.
- Troubleshoot desktop and network printer issues.
- Support Google Workspace products.
- Support Apple devices (iPad, iPhone).
- Understand and support Microsoft Active Directory (client-side).
- Implement hard drive encryption, preferably using Bitlocker and McAfee.
- Modify system registry as needed.
Qualifications :
Required Experience :
- 4 years of experience in PC support (desktop / laptop / thin client).
- 4 years of experience with Windows 7 / 10 installation, patching, and troubleshooting.
- 4 years of experience troubleshooting Microsoft 2019.
- 4 years of experience with Windows networking (TCP / IP) configuration and troubleshooting.
- 4 years of experience escalating issues to next-level support / management.
- 4 years of experience troubleshooting Microsoft Edge and Google Chrome.
- 4 years of experience providing support with remote tools.
- 4 years of experience installing and troubleshooting a variety of software.
- Experience in support of Microsoft Office 365 products.
- Experience in Apple device support (iPad, iPhone).
- Thorough understanding of Microsoft Active Directory (client-side).
- Experience with hard drive encryption, preferably Bitlocker and McAfee.
Desired Experience :
- Ability to troubleshoot desktop and network printer issues.
- Experience with Google Workspace products.
- Ability to modify the system registry.
Education :
Preferred : 4-year degree or equivalent technical study.
Certifications :
Industry certifications (A+, Network+, MCP, etc.)
Communication :
- The candidate must have strong communication skills to effectively liaise with IT staff and non-technical users, ensuring timely execution of tasks.
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