Service Desk Technician

Pay:-25-30/Hr

Travel: Yes

Location: Onsite - NYC office

Location of Resource: NYC

Estimated % FTE Being Requested: 37.5 hours/week

What skills are needed to be successful in this role?

• Knowledge supporting the Windows opera ng system
• Working knowledge of IP addressing, DHCP, DNS and other core networking concepts
• Compu ng hardware deployment and imaging
• Strong troubleshooting skills
• A working knowledge of Ac ve Directory support
• Microsoft 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 li 50 pounds to desk height
• Experience with asset management
• Experience with mobile device management

Are there any specialized skills that must be present for the position to be successful?

• PowerShell or other scrip ng 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

• Support CLIENTS approved applications including but not limited to Office 365, Windows, Salesforce, SharePoint, Webex, Jira, and others

Tasks

• Support end users via telephone, email, ticketing system and in-person
• Support CLIENTS approved applications including but not limited to Office 365, Windows, Salesforce, SharePoint, Webex, Jira, and others
• Assist users with booking, se ng up, configuring and launching Webinars
• Assist users with A/V equipment and issues in the ** rooms
• Configure, deploy and support all computing hardware in use at CLIENTS 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 CLIENTS, 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 rota ng audits of equipment
• Insure that CLIENTS has the licenses needed to operate its approved software 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 opera on
• Train end users in the correct, safe, and efficient opera on 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 se ng 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 ac on 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 Informa on Technology and how they can be applied at CLIENTS to further the Authority's goals and vision
• Other du es as assigned that contribute to the key outcomes of the New York State Energy Research and Development Authority