About Capital Technology Alliance:

At Capital Technology Alliance, we believe changing the future of technology means valuing people. We are committed to building a collaborative, high-performing environment where professionals are empowered to deliver meaningful impact. Our teams work on challenging, often high-visibility initiatives that support mission-critical systems, enterprise modernization efforts, and data-driven decision-making.

CTA is proud to demonstrate a high renewal rate with our employees and contractors. We place a high value on expertise. That’s why CTA is committed to paying top rates in the industry and connecting you with positions and flexible engagement options that match your skills and professional goals.

Primary Responsibilities

Desktop Support and Troubleshooting:

• Install, configure, and maintain desktop hardware, laptops, printers, mobile devices, and peripheral equipment.
• Diagnose and resolve software, hardware, networking, M365, and profile-related issues.
• Provide support for VPN, VoIP, MFA, password resets, and security compliance requirements.

System Administration and Asset Management:

• Maintain device inventory accuracy, including receipt, imaging, deployment, decommissioning, and replacement cycles.
• Ensure assets are tracked according to statewide and Department standards.

Software Deployment and License Compliance:

• Deploy approved software packages manually or via enterprise tools (e.g., Tanium, MECM).
• Ensure compliance with Program Area-specific licensing, tracking installation counts accurately.
• Report discrepancies or licensing concerns to management.

Customer Service and Communication:

• Provide timely, professional support to staff throughout the Department.
• Keep users informed on ticket status and resolution steps.
• Collaborate with other OIT teams, vendors, and purchasing and procurement staff when issues impact operations.

Security and Compliance:

• Enforce workstation security standards (screen locking, MFA usage, patching, antivirus, and policy compliance).
• Maintain confidentiality and follow all Department data protection rules.

Documentation and Process Improvement:

• Create and update knowledge articles, job aids, and troubleshooting steps.
• Recommend improvements to support processes, imaging workflows, device refresh cycles, and field procedures.

Required Qualifications:

• Strong knowledge of Windows operating systems, Microsoft 365 applications, endpoint security, and standard desktop support practices.
• Experience with enterprise software installations.
• Ability to diagnose and resolve hardware and software issues efficiently.
• Familiarity with networking concepts such as Transmission Control Protocol/Internet Protocol (TCP/IP), Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), and Wireless Fidelity (Wi-Fi).
• Excellent communication and customer service skills.
• Ability to work independently and manage multiple priorities.

Preferred Qualifications

• Experience supporting devices in a distributed, multi-site organization;
• Knowledge of Voice over Internet Protocol (VoIP) and Virtual Private Network (VPN) technologies;
• Prior experience working in government or other high-compliance environments; and
• Experience with enterprise asset tracking and ticketing systems such as ServiceNow.

Education

• A high school diploma, its equivalent, or two (2) years of equivalent work experience is required.