DCA IT Service Desk Technician

POSITION OVERVIEW

Varmoda is seeking an IT Service Desk Technician to support the Georgia Department of Community Affairs (DCA) by providing first- and second-level technical support to agency employees. This role serves as the primary point of contact for IT incidents, service requests, and technical inquiries, ensuring timely resolution of technical issues across a hybrid IT environment. The position supports endpoint devices, Microsoft 365 services, identity and access management, asset lifecycle processes, and enterprise business applications.

Key Responsibilities

• Serve as the first point of contact for IT incidents, service requests, and technical support inquiries.
• Provide remote, phone, email, chat, and desk-side support for hardware, software, network connectivity, mobile devices, printers, and business applications.
• Log, categorize, prioritize, and resolve incidents and service requests using ServiceNow while adhering to established service levels.
• Configure, deploy, image, and maintain Windows 11 desktops and laptops using Microsoft Intune and Windows Autopilot.
• Support Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint Online, and related collaboration tools.
• Administer user accounts and access within Microsoft Entra ID (Azure AD) and Active Directory, including password resets and MFA support.
• Manage hardware asset lifecycle activities, including inventory, deployment, relocation, replacement, recovery, and retirement.
• Collaborate with infrastructure, cybersecurity, telecommunications, applications teams, and vendors to resolve issues and support technology initiatives.

Required Qualifications

• High School Diploma or GED and a minimum of 2 years of experience providing technical support in a Help Desk or Service Desk environment;

  OR

  Associate Degree in Information Technology, Computer Science, or a related field and a minimum of 1 year of technical support experience.

• Minimum 2 years of experience providing technical support in a Help Desk or Service Desk environment.

• Ability to work onsite as required within a hybrid work arrangement.

• Must be local to the Metro Atlanta area.

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• Experience supporting state or local government environments.
• Experience supporting Microsoft Windows 11.
• Experience supporting Microsoft 365 services and applications.
• Experience with Microsoft Teams, Outlook, OneDrive, and SharePoint Online.
• Experience with Microsoft Entra ID (Azure AD) and Active Directory.
• Experience with Microsoft Intune and Windows Autopilot.
• Experience using ServiceNow and ServiceNow Asset Management.
• Experience supporting Cisco Webex.
• Experience supporting VPN technologies and Multifactor Authentication (MFA).
• Experience supporting network printers and peripheral devices.
• Experience working within hybrid cloud environments.
• Experience with Hardware Asset Management (HAM) and basic Software Asset Management (SAM).
• Knowledge of ITIL service management principles.
• Strong troubleshooting, analytical, customer service, communication, documentation, and organizational skills.
• Ability to explain technical concepts to non-technical users and effectively manage multiple priorities.