Senior Desktop Technician
6 days ago
Philadelphia
Job DescriptionBenefits: • Competitive salary, • Dental insurance, • Health insurance, • Paid time off Key Responsibilities Provide Tier II/Tier III end-user support for Microsoft Windows 10/11 and macOS environments, including OS configuration, troubleshooting, and performance optimization • Image, deploy, configure, and maintain desktops and laptops using standardized enterprise images in compliance with City of Philadelphia guidelines, • Install, configure, and support Microsoft Office 365, Adobe Acrobat DC, web browsers, collaboration tools, and City of Philadelphia proprietary applications, • Support mobile and endpoint devices, including:, • iOS devices (iPhones, iPads), • Peripheral hardware (docking stations, monitors, smart card readers, printers, scanners), • Perform hardware diagnostics and repair coordination for desktops, laptops, and network printers, including vendor warranty support, • Use ServiceNow for incident, request, and tasks:, • Accurately categorize, prioritize, document, and resolve tickets, • Meet defined SLA response and resolution times, • Configure and manage endpoint security controls, including:, • Full-disk encryption (BitLocker/FileVault), • Antivirus/EDR tools (e.g., Cylance or equivalent), • Secure configuration enforcement, • Perform patch and vulnerability management, • Assist with account and access management using City of Philadelphia-approved tools:, • Active Directory (user accounts, groups, profiles), • PIV/CAC authentication and certificate troubleshooting, • Support remote access and remote troubleshooting using approved, • Configure systems for secure network connectivity, including:, • VPN connectivity, • Network Access Control (NAC) compliance, • Perform IT asset lifecycle management, including:, • Inventory tracking and reconciliation, • Equipment refresh and reassignment, • Media sanitization and device decommissioning per NIST 800-88 guidelines, • Provide conference room and meeting technology support, including:, • Microsoft Teams and Zoom, • Audio/visual systems, cameras, microphones, and presentation equipment, • Assist with security incident response on endpoints in coordination with Client Security and City if Philadelphia Incident Response Teams:, • Malware remediation, • Endpoint isolation and recovery, • Develop and maintain technical documentation and SOPs, including:, • End-user guides, • Common troubleshooting procedures, • Desktop configuration documentation, • Collaborate closely with:, • Client federal staff, • City of Philadelphia Center for Information Technology (CIT), • Network, systems, and security teamsRequirements, • A minimum of 3 years of relevant IT end-user / desktop support experience., • A minimum of 1 year of mac troubleshooting experience., • Hands-on experience providing desktop and end-user IT support in a Windows and/or macOS environment, • Experience supporting hardware, operating systems, and common enterprise applications (Microsoft Office, Adobe, collaboration tools), • Familiarity with ticketing systems i.e., ServiceNow, • Knowledge of endpoint security practices including encryption, antivirus, patch management, and vulnerability remediation, • Strong customer service, communication, and documentation skills, • Ability to work on-site during standard business hours with flexibility for occasional after-hours supportEducation - Bachelor's degree in Information Technology, Computer Science, or a related field OR Equivalent combination of education and relevant IT support experience Certification - One or more of the following is preferred: • CompTIA A+, • Microsoft Certified Technology Specialist (MCTS) or equivalent Microsoft certification, • Apple Certified Mac Technician (ACMT), • Apple Certified Support Professional (ACSP), • ITIL 4Preferred Skills, • Experience supporting federal or government IT environments, • Experience with endpoint management tools such as BigFix or JAMF, • Knowledge of asset management and hardware lifecycle processes, • Ability to create clear SOPs and end-user documentation, • Experience supporting conference room AV and collaboration tools