Service Desk Technician

E-talentnetwork

Goal
This resource is needed in order to complete the tasks and projects of the NYSERDA Service Desk in a timely and accurate manner so as to maintain the high standard of service required by the Authority.

Required skills

Knowledge supporting the Windows operating system
Working knowledge of IP addressing, DHCP, DNS and other core networking concepts
Computing hardware deployment and imaging
Strong troubleshooting skills
A working knowledge of Active Directory support
MicrosoO Office and other common desktop applications
Ability to work within a team as well as independently
Good communication skills
Experience with a help desk ticketing system
Ability to liO 50 pounds to desk height
Experience with asset management
Experience with mobile device management

Special skills

PowerShell or other scripting languages
Building and managing reports
Experience supporting users while traveling or away from common equipment
End user training experience
Technical writing experience

Education, Certifications, Degree requirements

An associate degree in computer science, information systems or related area
An unrelated degree and one year of directly related work experience as noted above
3 years of relevant experience in lieu of a degree

IT systems that will be used

Office 365
Windows
Salesforce
SharePoint
Webex
Jira, and others

Tasks
Essential Functions and Duties include but are not limited to:

Support end users via telephone, email, ticketing system and in-person
Support NYSERDA approved applications including but not limited to Office 365, Windows, Salesforce, SharePoint, Webex, Jira, and others
Assist users with booking, seƫng 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.
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
Insure that NYSERDA has the licenses needed to operate its approved soOware and coordinate with 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, soOware, 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 SoOware Services
Maintain a supply of configured, updated computing hardware and accessories on hand for new hires and break/fix.
Be responsible for moving and seƫng up hardware for new hires and employee moves
Examine forwarded emails for signs of Phishing or Scams and forward to the ISO for recording and action if necessary.
Support remote sites in NYC, Buffalo and West Valley New York in person and via remote 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

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.

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Vacancy posted 4 days ago

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