Job Title: Desktop Support Specialist
Location: Albany, NY
Desktop support position that will respond to all service requests and document the details of a user request or issue.
Responsibilities
Duties include, but not limited to the following: 1 Respond to all service requests. 2 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. 3 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. 4 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. 5 Installation of desktop hardware/ peripherals and printers. 6 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. 7 Installation of individual software packages, as needed for all users.
Mandatory Qualification IT Specialist
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.
Mid-Level
36 - 60 months: Candidate is able to work independently, without assistance.
1. 36 months experience managing support requests on a level 2 help desk, Hands on and End user oriented support.
2. 36 months experience resolving hardware and software issues and troubleshooting Window 11.
3. 36 Months experience with the installation and support of O365 and Outlook in an enterprise environment.
4. 36 months experience using Lansweeper, Remote desktop and Active Directory, all three are required.
5. 36 months experience using ITSM service desks & ticketing systems.
6. 36 months experience configuring and installing windows-based hardware, peripherals, network printers and thin clients.
7. 36 months experience imaging computers.
8. 36 months experience supporting RSA Console.
9. 36 months experience utilizing Vmware / Omnissa to support virtual desktops.
10. 36 months support & understanding of common mobile device issue.
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