Overview
Skills
Job Details
Job Title Service Desk Technician
Location Albany, Ny
Duration 12 months
Full onsite Role
W2 Contract only
OVERVIEW
Client is seeking a Service Desk Engineer to supplement the Service Desk Team. Entry level position with an emphasis on customer service. >5% travel to remote client Offices Mostly NYC via train. Must be about to lift 50lbs, no racking required, mostly computer setup.
WORK SCOPE
The scope of work to be performed by the Contractor consists of tasks listed in the following functional areas.
Tasks:
- Support end users via telephone, email, ticketing system and in-person
- Support NYSERDA approved applications including but not limited to Office365, Windows, Salesforce, SharePoint, Webex, Jira, SAS, Treat, MatLab, ArcGIS, Intune 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 at NYSERDA including laptops, desktops, zero and thin clients, Chromebooks, Mobile Devices and be knowledgeable in their use and support.
- Update and support the virtual machine pools in use at NYSERDA, working with Network Operations to ensure 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 software and coordinate with vendors and 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 via remote and limited in-person 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
Expected Deliverables
- Ticket-based assignment and execution of tasks relating to above responsibilities
- Jira Service Desk reports, high user satisfaction
Experience Level: entry to mid-level
The Contractor should be able to demonstrate the following skills
- Knowledge of networking technologies and how end users interact with them
- Strong knowledge supporting the Windows operating system
- Working knowledge of IP addressing, DHCP, DNS and other core networking concepts
- Experience working with external vendors and maintaining vendor client relationships
- 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
- Strong knowledge of VMware based virtual desktops, implementation and support
- Excellent communication skills
- Experience with help desk ticketing system
- Ability to lift 50 pounds to desk height
- Experience with asset management
- Experience with mobile device management
Additional consideration will be given to users with the following skills/experience:
- PowerShell or other scripting languages
- Intune experience
- VIP and white glove support experience
- Experience supporting users while traveling or away from common equipment
- Ability to transition quickly from tasked based to interrupt-based work
- Willingness to take on new tasks, some which may require additional training
Why Choose Cogent? Cogent Infotech stands at the forefront of technology consulting and is recognized globally for its award-winning services. With our headquarters in Pittsburgh, PA, USA, we specialize in guiding enterprises through digital transformation, leveraging the power of emerging technologies such as Cloud Computing, Cybersecurity, Data Analytics, and AI. Our mission is to provide innovative workforce solutions that address the complex challenges faced by today s businesses.
As an ISO-certified firm and appraised at CMMI level 3, our reputation for excellence is well-established. We are proud to collaborate with over 70 Fortune 500 companies and more than 150 Federal C State agencies, delivering cutting-edge technology solutions that drive success.
Cogent is an equal opportunity employer. Cogent will not discriminate against applicants or employees based on race, color, religion, national origin, age, sex, pregnancy (including childbirth or related medical condition), genetic information, sexual orientation, gender
identity, military status, citizenship, or any other class protected by applicable law