Job Description

The Iowa Workforce Development, Division of Vocational Rehabilitation Services (IWD-VRS) is seeking a dedicated Desktop Support Technician to join the IVRS IT Help Desk team. This position will provide Tier 1 and Tier 2 support to IVRS staff and leadership, assisting with technical issues, communicating with non-technical users, and escalating issues as needed. The role includes software installation, computer imaging, and other related IT tasks.



Key Responsibilities:



Provide desktop/laptop/thin client support both desk-side and remotely.


Install, patch, and troubleshoot Windows 7/10.


Troubleshoot issues with Microsoft 2019 and Office 365 products.


Configure and troubleshoot Windows networking (TCP/IP).


Escalate issues to next-level support or management as appropriate.


Troubleshoot issues with Microsoft Edge and Google Chrome.


Provide support using remote tools.


Install and troubleshoot a variety of in-house developed and third-party software.


Troubleshoot desktop and network printer issues.


Support Google Workspace products.


Support Apple devices (iPad, iPhone).


Understand and support Microsoft Active Directory (client-side).


Implement hard drive encryption, preferably using Bitlocker and McAfee.


Modify system registry as needed.


Qualifications:



Required Experience:



4 years of experience in PC support (desktop/laptop/thin client).


4 years of experience with Windows 7/10 installation, patching, and troubleshooting.


4 years of experience troubleshooting Microsoft 2019.


4 years of experience with Windows networking (TCP/IP) configuration and troubleshooting.


4 years of experience escalating issues to next-level support/management.


4 years of experience troubleshooting Microsoft Edge and Google Chrome.


4 years of experience providing support with remote tools.


4 years of experience installing and troubleshooting a variety of software.


Experience in support of Microsoft Office 365 products.


Experience in Apple device support (iPad, iPhone).


Thorough understanding of Microsoft Active Directory (client-side).


Experience with hard drive encryption, preferably Bitlocker and McAfee.


Desired Experience:



Ability to troubleshoot desktop and network printer issues.


Experience with Google Workspace products.


Ability to modify the system registry.


Education:



Preferred: 4-year degree or equivalent technical study.


Certifications:



Industry certifications (A+, Network+, MCP, etc.)



Communication:



The candidate must have strong communication skills to effectively liaise with IT staff and non-technical users, ensuring timely execution of tasks.