Service Desk Technician

What skills are needed to be successful in this role?, * Support CLIENTS approved applications including but not limited to Office 365, Windows, Salesforce, SharePoint, Webex, Jira, and others

• Assist users with booking, se ng 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 CLIENTS 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 at CLIENTS, 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 rota ng audits of equipment
• Insure that CLIENTS has 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 opera on
• Train end users in the correct, safe, and efficient opera on 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 se ng 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 ac on 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 Informa on Technology and how they can be applied at CLIENTS to further the Authority’s goals and vision
• Other du es as assigned that contribute to the key outcomes of the New York State Energy Research and Development Authority

• Knowledge supporting the Windows opera ng system
• Working knowledge of IP addressing, DHCP, DNS and other core networking concepts
• Compu ng hardware deployment and imaging
• Strong troubleshooting skills
• A working knowledge of Ac ve 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 ticketing system
• Ability to li 50 pounds to desk height
• Experience with asset management
• Experience with mobile device management

Are there any specialized skills that must be present for the position to be successful?

• PowerShell or other scrip ng languages
• Building and managing reports
• Experience supporting users while traveling or away from common equipment
• End user training experience
• Technical writing experience

Education, Certifications, Degree requirements

• 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

• Support CLIENTS approved applications including but not limited to Office 365, Windows, Salesforce, SharePoint, Webex, Jira, and others