IT Support Technician Help Desk Support Specialist Entry Level

JOB RESPONSIBILITIES:

• Serve as the first point of contact for staff seeking IT assistance by phone email or in person
• Aim to deliver consistent high-touch support with a focus on first-response resolution
• Troubleshoot and resolve routine issues with desktops laptops mobile devices printers and standard software applications
• Escalate complex problems to senior IT staff or managed service providers while keeping users informed
• Process account setup password resets and access requests in line with agency policies and security standards
• Manage security and distribution group membership in line with agency access policies
• Perform post-maintenance testing after managed service provider maintenance windows and report issues
• Open track and follow up on tickets with managed service providers through resolution
• Document requests resolutions and user feedback in the agency’s ticketing system
• Educate users on IT best practices system usage and agency technology guidelines
• Support IT initiatives and projects under supervision such as equipment rollouts and software updates
• Perform occasional break/fix and hardware support including diagnosing repairing or replacing desktops laptops peripherals and mobile devices and coordinating warranty or vendor repairs
• Maintain IT asset inventory including tracking equipment assignment receipt deployment and retirement and keep inventory records accurate and audit-ready
• Maintain strict confidentiality and security when handling sensitive financial and accounting data
• Monitor and perform occasional rotating after-hours work to address incidents support system maintenance and meet deadlines

ADDITIONAL DETAILS:

• Patience empathy and professionalism with all users; clear verbal and written communication; curiosity and resourcefulness in problem-solving with sound judgment on when to escalate Candidates must be able to pass a background and credit check prior to start Commitment to integrity confidentiality and attention to detail in a government and financial services setting
• Ability to prioritize stay organized and remain calm under pressure Ability to build professional relationships and manage user expectations in a formal fast-paced environment Strong customer service skill with the ability to explain technical concepts in simple terms

INTERVIEW PROCESS:

• Virtual meet and greet
• Onsite interview
• Work sample (scenario-based exercise)
• Final onsite interview with senior leadership