IT Specialist (Service Desk)

Position Description/Daily Tasks and Responsibilities:

1. Monitor/oversee the local technical environment to ensure proper functioning (e.g. ensure network infrastructure, video conference, and other local systems are operational.)
   2. Work with client agency to ensure timely incident reporting and service request entry through ITSM Service Now
   3. Understand the ITS organization in order to work effectively with ITS Dedicated Support Team, Workplace Services, and Enterprise Operations teams to ensure timely resolution and appropriate escalation
   4. Support end-user desktop environment and ensure automated updates of PCs and laptops via central operations occur.
   5. Triage and resolve user access issues.
   6. Provide direction to agency for submitting tickets, requesting training and locating resources offered by ITS .
   8. Ensure familiarity and proficiency in technical support of video conferencing equipment; reach out to ITS colleagues and/or vendor support (when available) for assistance
   9. Provide basic how to instruction to users for common desktop functionality/software issues, and for establishing video conference calls and use of technology to present or share information.
   10. Collaborate with OASAS Office Services team as necessary to resolve agency office related support issues that fall under their purview.
   11. Respond to all incoming help calls as they are received.
   12. Provide technical assistance (person-to-person) to all users.
   13. Travel to nearby locations to participate in required technical training

Mandatory Qualifications:

60 - 84 months: Candidate is able to work independently, without assistance and provides guidance to others. May have an advanced education.