Level 2 Help Desk

ALBANY, NY, US • Posted 15 hours ago • Updated 2 hours ago

Full Time

Part Time

On-site

Fitment

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Job Details

Skills

ITSM
VMWARE

Summary

Role: Mid-Level Level 2 Help Desk

Location: Albany, New York

Duration: 24 Months

Description

Desktop support position that will respond to all service requests and document the details of a user request or issue.

Duties

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.

Mandatory Requirements

Experience (5+ Years)

Works in the field of Information Technology, experienced in the usage and support of a collection of development platforms, technical architectures or business applications and products that run on those platforms - beyond that of a Programmer.

Requirements

This is an 100% Onsite.
36 months experience managing support requests on a level 2 help desk, Hands on and End user oriented support.
36 months experience resolving hardware and software issues and troubleshooting Window 11.
36 Months experience with the installation and support of O365 and Outlook in an enterprise environment.
36 months experience using Lansweeper, Remote desktop and Active Directory, all three are required.
36 months experience using ITSM service desks & ticketing systems.
36 months experience configuring and installing windows-based hardware, peripherals, network printers and thin clients.
36 months experience imaging computers.
36 months experience supporting RSA Console.
36 months experience utilizing Vmware / Omnissa to support virtual desktops.
36 months support & understanding of common mobile device issue.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10319880
Position Id: OOJ - 2885-1886-1773929000
Posted 15 hours ago

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