Senior Help Desk Manager HBITS-07-14525

Video interview

Tech Valley Talent (TVT) is a HBITS PRIME Vendor, and we have an opening for a Senior Help Desk Manager HBITS-07-14525

DURATION: 30 Months

LOCATION: Albany, NY - Hybrid

The candidate for this position will be responsible for providing Level 1 and Level 2 help desk support to agency staff and performing technical maintenance and support services for agency IT and printing equipment.

Qualifications

• Help Desk Manager- Help desk managers complete both technical support and organizational duties, including answering telephones, communicating with clients, diagnosing hardware and software malfunctions, troubleshooting problems, replacing hardware and installing new software on clients' machines.
  
• Senior- 60 - 84 months: Candidate is able to work independently, without assistance and provides guidance to others. May have an advanced education.
  
• 72 months experience providing L1 and/or L2 help desk support to end users via telephone, email, in-person.
  
• 60 months experience setting up end-user workstations with telephones, monitors, keyboards, mice, laptop docking station
  
• 60 months experience supporting users with Office 365 applications including Outlook, Word, Excel and PowerPoint
  
• 60 months experience diagnosing and repairing issues with HP and/or Xerox multi-function devices
  
• 60 months experience in using and also supporting users with WebEx functionality
  
• 24 months experience working with ServiceNow IT Workflows including monitoring assigned work, searching and reporting functions. Experience with NYS ITSM is preferred, but not required.
  
• 36 months experience with imaging laptops

Day-to-Day tasks

• Monitoring and responding to requests from agency staff via telephone, email and NYS ITSM system; Monitoring and updating the agency's inventory management application;
  
• Monitoring and performing Printer maintenance, consumable replacements; Imaging and preparing computers for staff for onboardings and replacements

TVT is an Information Technology (IT) professional business leader providing IT services to the public sector. Our firm is founded on the values of high integrity, trust, honesty, and commitment. We take pride in providing exceptional value to our clients by supplying and delivering the best IT project-based and hourly talent across the nation. We are business partners with many technology solution providers such as IBM, AWS, Google, Microsoft, Oracle, Tableau, Salesforce, and others. Tech Valley Talent provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type protected by federal, state, or local laws. This policy applies to all terms and conditions of employment