Service Desk Technician

POSITION IS NOT OPEN TO CORP TO CORP. OR H-1 TRANSFERS OR OPT/STEM.

37.5 hours/week
1 year (potential for extension)
100% on-site role based in Albany, NY 12203
Interview Process: Likely 1 round before offer (video interview via Webex)
Rate 35.00 per hour with benefits  
 
Notes from the manager

• Level 1 desktop tasks - answering the phone, emails, etc.
• Strong emphasis on excellent white glove customer service skills, ability to craft well written emails in response to users.
• Familiarity with the technologies listed (Windows 11), expertise is not required.
• Troubleshooting/tech support skills.
• 3+ years of service desk and help desk experience.
• Good organization, professionalism, self starter.
• Lifting requirement (not required often, maybe around once per month).
• Asset management, mobile device management experience not required but a plus.
• Energy background is not required.

• Knowledge supporting the Windows operating system
• Working knowledge of IP addressing, DHCP, DNS and other core networking concepts
• 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 
• Good communication skills
• Experience with a help desk ticking system
• Ability to lift 50 pounds to desk height
• Experience with asset management
• Experience with mobile device management
• PowerShell or other scripting languages
• Building and managing reports
• Experience supporting users while traveling or away from common equipment
• End user training experience
• Technical writing experience
• An associate degree in computer science, information systems or related area
• An unrelated degree and one year of directly related work experience as noted above
• 3 years of relevant experience in lieu of a degree
• IT Systems That Will Be Used: Office 365, Windows, Salesforce, SharePoint, Webex, Jira, and others

• Essential Functions and Duties include but are not limited to:
• Support end users via telephone, email, ticketing system and in-person
• Support approved applications including but not limited to Office 365, Windows, Salesforce, SharePoint, Webex, Jira, 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, including laptops, desktops, zero and thin clients, Chromebooks, Mobile Devices and be knowledgeable in their use and support
• Support the virtual machine pools in use, working with Network Operations to ensure that 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
• Ensure that the licenses needed to operate its approved software and coordinate with 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 in person and via remote means
• Research new and developing trends in Information Technology and how they can be applied to further the Authority’s goals and vision
• Perform other responsibilities as assigned