Help Desk Specialist

In person interview is needed. Onsite from day 1

Location: Albany, NY

Duration: 12+ months

Responsibilities

• Respond to all service requests.
• Use of Lansweeper, ITSM, and remote desktop to provide level 2 technical support to over 4000 DOH staff, monitoring work queues, opening, updating and closing ITSM incidents.
• Document the details of a user request or issue, document the diagnostic steps performed when troubleshooting the issue and assist the user with resolution using existing procedures and documentation.
• Acts as a single point of contact for users of the Departments Information Technology (IT) services and directs questions and report problems regarding services and products.
• Installation of desktop hardware/ peripherals and printers.
• Candidate may be expected to lift equipment that may weigh up to 50 lbs. And be required to run cables under desks and other furniture.
• Installation of individual software packages, as needed for all users.

Skills Needed

24 months’ experience managing support requests on a Level 2 help desk.

24 Months experience resolving hardware and software issues and troubleshooting Windows 7 applications and OS.

30 months’ experience utilizing VMware vSphere to support virtual desktops including linked clones.

30 months’ experience using LanSweeper, Remote Desktop and Active Directory, all three are required

24 months’ experience using ITSM service desks.

30 months’ experience configuring and installing Windows based hardware, peripherals, network printers and thin clients.

30 months’ experience using SCCM to create and apply images.

30 months experience supporting Lotus Notes.

12 Months experience with the installation and support of Office 2016 in an enterprise environment.

12 months experience troubleshooting Windows 10 OS and applications.

Pay: $20.00 - $22.00 per hour

Expected hours: 40.0 per week

Work Location: On the road