Desktop Support Specialist

The Evolvers Group is hiring a Desktop Support Specialist for onsite support in Dallas, TX. In this role, you will be the primary technical support resource for DFW’s Department of Public Safety (DPS), supporting DPS Headquarters, Fire Stations, and other assigned airport facilities. If you enjoy hands-on troubleshooting and want to make a direct impact for public safety teams, this onsite desktop support position keeps you close to the work and the people who rely on it every day.

What you’ll do

• Provide onsite desktop and technical support to DPS personnel at Headquarters, Fire Stations, and other assigned airport facilities.
• Troubleshoot and resolve issues across hardware, software, Windows operating systems, and network connectivity for desktops, laptops, printers, and related peripherals.
• Install, configure, maintain, and troubleshoot Windows-based computers and applications.
• Support Panasonic Toughbooks and other ruggedized computing devices, including configuration, troubleshooting, and hardware replacement when needed.
• Assist with computer imaging, device setup, software installation, equipment deployment, and hardware refresh activities.
• Diagnose technical problems, document troubleshooting steps, and create or update service tickets.
• Support Microsoft 365 applications, user accounts, and basic access-related issues.
• Coordinate with other IT support teams to escalate and resolve issues requiring additional technical assistance.
• Track assigned IT equipment, maintain accurate inventory records, and document equipment replacements or repairs.
• Provide clear, practical technical guidance to employees with varying levels of technical knowledge.
• Travel between assigned DPS facilities throughout the airport as part of daily support coverage.

What you’ll need

• Experience providing hands-on desktop, deskside, or IT field support in a corporate, government, or enterprise environment.
• Experience troubleshooting Windows 10/11 desktops, laptops, printers, and related peripherals.
• Experience installing, configuring, and troubleshooting Microsoft 365 applications.
• Experience diagnosing and resolving hardware, software, operating system, and basic network connectivity issues.
• Experience with Active Directory, user account support, and enterprise IT ticketing systems.
• Experience with computer imaging, device provisioning, software installation, hardware refreshes, and equipment deployment.
• Experience providing onsite technical support across multiple locations or facilities.
• Ability to independently troubleshoot, prioritize service requests, and escalate complex problems when necessary.
• Experience tracking IT equipment, maintaining inventory records, and documenting repairs and replacements.
• Strong customer service and communication skills, including experience assisting users of varying technical abilities.
• Strong organizational skills and ability to manage multiple requests in a fast-paced operational environment.
• Experience documenting troubleshooting activities, resolutions, and service requests accurately.
• Hands-on experience supporting Panasonic Toughbooks or other ruggedized laptops.
• Experience providing IT support for public safety, law enforcement, fire departments, emergency services, or government agencies.
• Experience with ServiceNow, Microsoft Intune, SCCM/MECM, or similar enterprise endpoint management tools.
• Experience supporting mobile computing devices and specialized field equipment.

Tools and technologies

• Windows 10, Windows 11, Windows-based computers
• Microsoft 365
• Active Directory
• ServiceNow
• Microsoft Intune
• SCCM/MECM
• Panasonic Toughbooks