Company Background

Founded in 1992, Mi-Case is the industry leader in fully integrated offender management software solutions and provides industry expertise and consulting within Criminal Justice and Public Safety systems.

Mi-Case leverages a unique combination of technical, functional and industry specialization as well as partnerships with key software vendors to deliver maximum value add projects.

Position Summary

This hybrid role offers a great opportunity for someone who enjoys both hands-on technical support and providing exceptional customer service. If you are a self-motivated individual with a passion for technology and a desire to help end-users, we encourage you to apply for this position.

We are seeking a highly skilled and motivated individual to join our internal IT team in the role of Hybrid Desktop Support and Service Desk Technician. This position combines the responsibilities of both desktop support and service desk support, requiring the ability to handle a wide range of technical issues and provide excellent customer service. The ideal candidate will have a strong technical background, exceptional problem-solving skills, and the ability to work effectively in a fast-paced environment.

Responsibilities

Desktop & Laptop Support:

• Provide technical assistance and support to end-users working from home regarding hardware and software issues.
• Install, configure, and troubleshoot desktops, laptops, printers, and other peripheral devices.
• Diagnose and resolve hardware and software problems in a timely manner.
• Collaborate with other IT teams to ensure effective deployment and maintenance of desktop systems.
• Perform third-party application patching and operating system patching to ensure system security and stability.
• Utilize tooling such as Manage Engine Desktop Central, ESET Endpoint Security, and Lan Sweeper for system management and security.
• Manage software licenses and ensure compliance with licensing agreements.
• Conduct asset management activities to track and maintain inventory of hardware and software.
• Coordinate and facilitate the ordering & shipping of equipment to staff members, ensuring timely and secure delivery to enable remote work setups or address hardware needs.

Service Desk Support:

• Respond to incoming service desk tickets, calls, or emails and provide prompt and effective technical support.
• Log and track all customer interactions and resolutions using a ticketing system.
• Troubleshoot software applications, network connectivity, and other technical issues.
• Utilize Active Directory, DNS, and Office 365 to manage user accounts, permissions, and email.
• Utilize LastPass for password management and security.
• Utilize Ring Central for telephony and communication support.

Customer Service:

• Ensure a high level of customer satisfaction by providing exceptional customer service while communicating with end-users in a friendly and professional manner, ensuring their needs are met.
• Follow up with end-users to ensure issues have been resolved and they are satisfied with the provided service.
• Provide end-user training and support on new technologies and software applications as needed.

Documentation and Knowledge Management:

• Maintain accurate records of all support activities, including technical documentation and knowledge base articles.
• Contribute to the creation and improvement of documentation and knowledge base resources.
• Share knowledge and expertise with team members to foster continuous learning and development.
• Utilize SnagIt for capturing screenshots and creating visual documentation.

Competencies

Network Troubleshooting: A desktop support analyst should have a solid understanding of network troubleshooting to effectively diagnose and resolve connectivity issues. Having strong network troubleshooting experience enables a desktop support analyst to diagnose and resolve network-related issues efficiently, ensuring uninterrupted connectivity and optimal performance for end-users.

Network Configuration: The analyst should be familiar with network configurations, including IP addressing, subnetting, DNS settings, and gateway configurations. They should understand how these configurations impact network connectivity and be able to troubleshoot issues related to incorrect or misconfigured network settings.

Connectivity Testing: The analyst should be skilled in using network testing tools and utilities to assess network connectivity. This includes tools such as ping, traceroute, and network scanners. They should be able to interpret the results and identify potential areas of concern or network disruptions.

LAN/WAN Troubleshooting: The analyst should have experience troubleshooting Local Area Network (LAN) and Wide Area Network (WAN) issues. They should be able to identify and resolve issues related to switches, routers, firewalls, and other network devices. This includes diagnosing and resolving issues such as network congestion, packet loss, and latency.

Network Protocols: A desktop support analyst should have a good understanding of common network protocols such as TCP/IP, DHCP, DNS, and HTTP. They should be able to analyze network traffic using tools like Wireshark to identify and troubleshoot protocol-related issues.

Network Security: The analyst should have knowledge of network security concepts

and best practices. This includes understanding firewall configurations, VPN setups, and security protocols. They should be able to troubleshoot security-related issues and ensure compliance with network security policies.

Wireless Network Troubleshooting: In addition to wired networks, the analyst should have experience troubleshooting wireless networks. This includes diagnosing issues with Wi-Fi connectivity, signal strength, interference, and authentication problems.

Collaborative Troubleshooting: The analyst should have the ability to collaborate with

network administrators, system administrators, and other IT teams to troubleshoot and resolve complex network issues. They should effectively communicate technical information and work together to implement solutions.

Documentation: It is important for the analyst to maintain accurate records of network troubleshooting activities. This includes documenting network configurations, diagnostic steps taken, and the resolutions applied. Clear documentation helps in future reference and knowledge sharing within the team.

Educational/Training and Certification Requirements

• Bachelor’s degree in information technology or a related field, or equivalent work experience.
• Five (5) years of proven experience in desktop support and service desk support roles.

Knowledge, Skills, and Experience

• Strong knowledge of Windows, Mac, and Linux operating systems.
• Strong troubleshooting skills for hardware and software issues.
• Experience in desktop support and service desk support roles. (Zoho Service Desk preferred)
• Knowledge of network troubleshooting, including LAN and WAN configurations.
• Familiarity with third-party application patching and operating system patching.
• Experience with software license management and asset management.
• Familiarity with Active Directory, DNS, LastPass, Office 365, Ring Central, and other relevant tools.
• Strong documentation and knowledge management abilities. (SharePoint experience preferred)
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Strong analytical and problem-solving abilities.
• Proficient in utilizing screen sharing tools for remote support.
• Familiarity with hardware components, peripherals, and network troubleshooting.
• Proficiency in troubleshooting common software applications, including Microsoft Office Suite, email clients, and web browsers.
• Experience with Manage Engine Desktop Central, ESET Endpoint Security, and Lan Sweeper (or similar tools) for system management and security.
• Proficient in utilizing SnagIt for capturing screenshots and creating visual documentation. (Visio, Lucid Chart, Draw.io preferred)
• Excellent communication and interpersonal skills with the ability to explain technical concepts to non-technical users.
• ITSM experience, ITIL Foundation certification (preferred).
• Relevant certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or HDI Desktop Support Technician (HDST) are a plus.

Environmental and/or Physical Factors

Work is completed in a typical home office setting. The noise level in the work environment is usually quiet to moderate.

Typical workday is 8am to 5pm, however, extended hours and/or weekends may at times be required as determined by business needs.

Required to sit, use hands, talk, and hear. Will occasionally stand, walk, and reach.

Will require long periods of time on a computer.

Job Types: Full-time, Permanent

Salary: $49,572.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Schedule:

• 8-hour shift
• Monday to Friday
• Weekend availability

Work Location: Remote in the Phoenix, AZ area