Senior Desktop Support Technician

General Information

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Work Location: Los Angeles, USA Onsite or Remote Flexible Hybrid Work Schedule Monday-Friday, 8:00 am - 5:00 pm PST Posted Date 12/20/2024 Salary Range: $73518 - 118243 Annually Employment Type 2 - Staff: Career Duration Indefinite Job # 20874

Primary Duties and Responsibilities

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Reporting to the Desktop Support Manager or Senior Desktop Support Manager, this role provides advanced technical support for DGIT-supported departments, ensuring optimal performance and user satisfaction.

Key Responsibilities:

1. Tier 2 Support; Deliver expert-level support for a wide range of endpoint technologies, including:
   • Desktop and laptop computers
   • Printers and peripherals
   • Mobile devices
   • General and specialized software applications
   • Operating systems
2. Asset Management and Deployment:
   • Maintain and update standard software and hardware configurations
   • Manage imaging and deployment processes
   • Oversee post-deployment configurations
   • Conduct regular asset management for DGIT-supported departments
3. Policy and Procedure Adherence:
   • Ensure compliance with departmental policies, standards, and operating procedures
   • Utilize and maintain up-to-date how-to documents and knowledge bases
4. Security Compliance:
   • Implement and maintain standard security guidelines and safeguards for all endpoint devices
   • Stay informed about emerging security threats and best practices
5. Communication and Collaboration:
   • Communicate effectively, both verbally and in writing, with clients and team members
   • Collaborate with other IT teams to resolve complex issues
   • Provide clear and concise documentation of support activities
6. Escalation Management:

• Apply DGIT's escalation process effectively