Desktop Support Technician - Intermediate

Job Information:

Role: Desktop Support Technician - Intermediate

Client: State of Rhode Island

Work Location/Mode: 50 Service Ave, Warwick. Rhode Island (zip code: 02886) ( Complete Onsite)

Expected Duration: At least 6 months from projected start date

Job Id: 167254

Working Hour: The standard work schedule is 35 hours per week. Any additional hours must be approved in advance by the Reporting Manager or Supervisor.

Background check: A Comprehensive background check will be conducted before onboarding, if selected.

Travel : Infrequent travel may be required to service locations at the Statehouse, 82 Smith Street, Providence, RI 02903.

Overview:

• Must have strong skills in Microsoft products, Windows 11, O365, Azure Intune device management and Active Directory. Software application and Dell hardware troubleshooting will be required.
• The selected Desktop Technician will be working closely with the existing Technical Support staff and will interact with other team members throughout the agency.
• The position requires the ability to unpack hardware from boxes and set up equipment at users’ desks, work across a broad range of technologies and liaises across multiple areas of the agency to troubleshoot incidents, problems and requests.
• Responsible for answering IT requests via phone, email, tickets or in person and explaining solutions in technical and non-technical terms. Provision new devices (PCs and iPhone) through Intune and provision new Apps for Windows and IOS devices. Create or edit new Intune management policies. It also includes configuring local or network printers for each end user.
• Occasional A/V troubleshooting required for large board room. Scripting and sftp experience is preferred.

Treasury Overview

The Office of the General Treasurer for the State of RI is responsible for administering several programs on behalf of the citizens of the state including Unclaimed Property and Crime Victims, as well as managing state funds including the retirement fund for approximately 30,000 current and former state of RI employees and teachers. Treasury employs approximately 130 people across three locations in the state with the offices at 50 Service Ave in Warwick being the largest location. Treasury employees use SaaS applications and Microsoft cloud productivity applications such as Word, Exchange, and Outlook to perform their jobs on a day-to-day basis. The 50 Service Ave location also has a large multi-media conference room used for public meetings including those of the ERSRI board. Treasury IT supports users across all three locations by managing the M365 environment and troubleshooting issues that arise.

Day to day duties and responsibilities:

• Configuring and troubleshooting Microsoft products; Windows server, Windows 11, M365, Exchange, OneDrive, Intune, and other Microsoft cloud technologies.
• Configuring and troubleshooting Dell laptops and drivers, occasionally configuring multi-function printers, diagnosing issues with 802.11 wireless, resolving hardware issues.
• Some minor software troubleshooting, such as PowerShell scripts.
• Working closely with the existing Technical Support staff and occasionally interacting with members of the larger ETSS team which provides IT services statewide.
• Work across a broad range of technologies, such as SaaS and client applications and liaise across multiple areas of the business to resolve problems and requests.
• Answer IT requests via phone email, in person or via Treasury’s ticketing system, Nina One, and explain solutions in technical and non-technical terms.
• Configuring and deploying desktop and laptop PCs and printers to end users.
• Provision new devices (PCs and iPhones) according to Treasury standards via Intune Management Policies and Apple Business Manager.
• Occasionally troubleshooting video and audio streaming problems in Treasury large conference room.
• Thoroughly documenting new applications and the steps used to resolve trouble tickets.

Required experience:

• Minimum of three years’ experience supporting users utilizing productivity applications in a Microsoft M365 environment.
• Strong interpersonal and customer skills
• Desire to learn and implement new technologies to enable the efficient operation of the General Treasurer’s Office.

Pay: $30.18 - $36.35 per hour

Work Location: In person