Service Desk Technician
Company: E-talentnetwork
Location: Albany
Posted on: April 17, 2024
Job Description:
WORK SCOPE
The scope of work to be performed by the Contractor consists of
tasks listed in the following functional areas.
Tasks:
- Support end users via telephone, email, ticketing system and
in-person.
- Support NYSERDA approved applications including but not limited
to Office 365, Windows10, Salesforce, SharePoint, Webex, Jira, SAS,
Treat, MatLab, ArcGIS and others.
- Assist users with booking, setting up, configuring, and
launching Webinars.
- Assist users with A/V equipment and issues in the conference
rooms.
- Configure, deploy and support all computing hardware in use at
NYSERDA including laptops, desktops, zero and thin clients,
Chromebooks, Mobile Devices and be knowledgeable in their use and
support.
- Update and support the virtual machine pools in use at NYSERDA,
working with Network Operations to ensure that that all pools are
updated, secure and operable for users.
- Support all aspects of user account management including, but
not limited to, password resets, access, and permissions.
- Maintain an up-to-date asset inventory and conduct regular
rotating audits of equipment.
- Ensure that NYSERDA has the licenses needed to operate its
approved software and coordinate with vendors and management to
procure more when necessary.
- Maintain an up-to-date pool of loaner computing devices for the
Authority's use and train users in their booking and
operation.
- Train end users in the correct, safe, and efficient operation
of all supported devices, equipment, software, and services.
- Configure, maintain, and support all supported Mobile
Devices
- Be the Primary and Secondary Point of Contact with vendors for
supported Service Desk hardware and services such as, but not
limited to Webex, Mobile Phones, A/V equipment, PC Hardware and
Service Desk Software Services
- Maintain a supply of configured updated computing hardware and
accessories on hand for new hires and break/fix.
- Be responsible for moving and setting up hardware for new hires
and employee moves.
- Examine forwarded emails for signs of Phishing or Scams and
forward them to the ISO for recording and action if necessary.
- Support remote sites in NYC, Buffalo and West Valley New York
via remote and limited in-person means.
- Research new and developing trends in Information Technology
and how they can be applied at NYSERDA to further the Authority's
goals and vision.
- Perform other responsibilities as assigned Expected
Deliverables
- Ticket-based assignment and execution of tasks relating to the
above responsibilities.
- Jira Service Desk reports, high user satisfaction
Experience Level: entry to mid-level.
The Contractor should be able to demonstrate the following skills.
- Knowledge of networking technologies and how end users interact
with them.
- Strong knowledge supporting the Windows operating system.
- Working knowledge of IP addressing, DHCP, DNS and other core
networking concepts
- Experience working with external vendors and maintaining vendor
client relationships.
- Computing hardware deployment and imaging
- Strong troubleshooting skills
- A working knowledge of Active Directory support
- Microsoft Office and other common desktop applications
- Ability to work within a team as well as independently.
- Strong knowledge of VMware based virtual desktops,
implementation, and support.
- Excellent communication skills
- Experience with help desk ticketing system.
- Ability to lift 50 pounds to desk height.
- Experience with asset management.
- Experience with mobile device management Additional
consideration will be given to users with the following
skills/experience:
- PowerShell or other scripting languages
- VIP and "white glove" support experience
- Experience supporting users while traveling or away from common
equipment.
- Ability to transition quickly from tasked based to
interrupt-based work
- Willingness to take on new tasks some which may require
additional training ll qualified applicants will receive
consideration for employment without regard to race, color,
religion, sex, sexual orientation, gender identity, national
origin, disability or protected veteran status.
Keywords: E-talentnetwork, Albany , Service Desk Technician, Professions , Albany, New York
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