Service Desk Technician

POSITION IS NOT OPEN TO CORP TO CORP. OR H-1 TRANSFERS OR OPT/STEM.

37.5 hours/week

1 year (potential for extension)

100% on-site role based in Albany, NY 12203

Interview Process: Likely 1 round before offer (video interview via Webex)

Rate 35.00 per hour with benefits

Notes from the manager

• Level 1 desktop tasks - answering the phone, emails, etc.

• Strong emphasis on excellent white glove customer service skills, ability to craft well written emails in response to users.

• Familiarity with the technologies listed (Windows 11), expertise is not required.

• Troubleshooting/tech support skills.

• 3+ years of service desk and help desk experience.

• Good organization, professionalism, self starter.

• Lifting requirement (not required often, maybe around once per month).

• Asset management, mobile device management experience not required but a plus.

• Energy background is not required.

Qualifications:

• 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

• 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 ticking system

• Ability to lift 50 pounds to desk height

• Experience with asset management

• Experience with mobile device management

• 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

• 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

Responsibilities:

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

• Support end users via telephone, email, ticketing system and in-person

• Support approved applications including but not limited to Office 365, Windows, Salesforce, SharePoint, Webex, Jira, 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, 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, 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 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 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 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 to further the Authority's goals and vision

• Perform other responsibilities as assigned

ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.