End User Support Technician (Enterprise IT Technician)

Fairfax County Government Department of Information Technology is seeking an IT Enterprise Support Specialist to join our dynamic team responsible for delivering countywide end-user support. This role provides comprehensive technical assistance, including service desk operations, desktop and laptop support, and phone support (both physical and via Microsoft Teams). The position also supports mobile devices, assists with troubleshooting basic multifunctional device issues in coordination with the multifunction team, and collaborates with the Video Teleconferencing (VTC) team to resolve VTC system problems.

Key Responsibilities:

• Deliver Tier 1 and Tier 2 technical support to county agencies, employees, and users in a team-based environment, ensuring reliable, secure, and responsive IT services.
• Provide Service Desk support using ServiceNow, including:
  • Monitoring ticket queues
  • Acting on open incidents
  • Resolving service requests
  • Performing customer follow-up
• Install, configure, test, patch, troubleshoot, and diagnose hardware and software across wired and wireless environments.
• Support the PC lifecycle program, including equipment replacement, decommissioning retired devices, and performing secure hard drive destruction using approved industry-standard tools and procedures.
• Integrate end-user devices with enterprise systems, messaging platforms, and business applications.
• Monitor system health, performance, and service availability; perform basic analysis and issue resolution.
• Maintain accurate documentation, asset inventory, and configuration records.
• Provide consultation, guidance, and training to users and junior support staff.
• Escalate complex issues to Tier 3 support and coordinate with Network, Security, Platform, and Application teams as needed.
• Assist with enterprise operations and respond during emergency or critical support events.

MINIMUM QUALIFICATIONS:
Any combination of education, training, and experience equivalent to the following: high school diploma or GED; plus four years relevant experience; or IT job-related course work from an accredited college or trade school in computer science, computer information systems, data processing, information management or a closely related field is preferred.

NECESSARY SPECIAL REQUIREMENTS:
The appointee to this position will be required to complete a criminal background check to the satisfaction of the employer prior to appointment.

PREFERRED QUALIFICATIONS:

• Experience supporting Windows desktops/laptops, mobile devices, and end-user applications in an enterprise Microsoft environment.
• Hands-on experience with ServiceNow or similar ITSM platforms.
• Knowledge of Microsoft Teams platforms with understanding of soft phone, and desk phone support along with an understanding of VTC systems, and enterprise messaging tools.
• Experience with hardware deployment, PC refresh programs, asset management, and secure data destruction.
• Familiarity with Infrastructure Platform and network-based systems in a enterprise IT environments.
• Strong troubleshooting, customer service, communication, and documentation skills.