GTS Technology Solutions is seeking a Desktop Support Technician (contract, long-term with potential contract-to-hire) to provide onsite technical support and maintain computer systems and IT infrastructure for end-users in Abilene, TX.

Role Overview

This position focuses on troubleshooting and resolving a range of desktop, infrastructure, and connectivity issues. The technician will diagnose problems across hardware, software, networks, and mobile devices, document work in BMC Helix ITSM, and monitor network activities to support ongoing stability and performance.

Responsibilities

Diagnose and troubleshoot basic-to-advanced issues related to hardware, software, networks, and mobile devices; escalate to specialized staff or technical team leads when required.
Communicate at a complex level with internal and external partners to provide, exchange, verify, answer, address, and resolve inquiries, issues, or complaints.
Ensure assistance and service requests are handled in a timely manner and meet user and customer expectations.
Submit clear and concise documentation in the agency’s problem tracking system, BMC Helix ITSM, and support departmental metric targets in accordance with policy.
Monitor network activity to identify and help resolve ongoing problems or unusual conditions.
Provide appropriate training to customers and/or other IT support staff to strengthen technical skills.
Maintain a regular and predictable work schedule aligned with agency leave policies and contribute to a positive, culturally diverse work environment.
Participate in special projects, QC and testing, and other assigned duties.

Required Qualifications

4+ years of experience analyzing and supporting PC operating systems, hardware, software, wide-area networks, and mobile devices (Apple). Required experience must be gained within the last 2–4 years to ensure current platform knowledge.
Knowledge of MS Office (preferably Office 365), Active Directory, and MDM.
Ability to analyze systems, procedures, and processes; assess risks; and make recommendations to IT Support Teams, a Team Lead, and/or other management.
Strong ability to communicate orally and in writing in English with staff at all levels, including presenting technical information to non-technical audiences.
Team-oriented work style, capable of operating with limited direction using initiative and sound judgment, including adjusting responses for emergencies or changing priorities.
Customer-focused approach with excellent communication skills.
Strong organizational skills with the ability to manage multiple tasks simultaneously.
CompTIA A+ certification is strongly preferred.
VPN configuration knowledge and DNS management are a plus.

Technologies

BMC Helix ITSM
MS Office
Office 365
Active Directory
MDM
VPN configurations
DNS management

Compensation and Contract Details

Pay: $23.00 per hour
Job type: Contract
Location: Abilene, TX 79602 (Required)
Work location: In person

Benefits

Dental insurance
Health insurance
Vision insurance

Desktop Support Technician