IT Specialist (support requests on a level 2 help desk, VMware vSphere, Lansweeper, Remote desktop)

IT Specialist (support requests on a level 2 help desk, VMware vSphere, Lansweeper, Remote desktop), Duties include, but not limited to the following:

• 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.

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.

Technical Support, Help Desk, Information Technology & Information Systems, VMWare vSphere, Desktop PC, Maintenance Services, Desktop PC, IT Service Management (ITSM), Technical Support, Project Tracking, 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.
2. 36 months experience resolving hardware and software issues and troubleshooting Window 10 /11 or OS.
3. 36 months experience utilizing VMware vSphere to support virtual desktops including linked clones.
4. 36 months experience using Lansweeper, Remote desktop and Active Directory, all three are required.
5. 36 months experience using ITSM service desks.
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 Outlook
9. 12 Months experience with the installation and support of O365 in an enterprise environment.
10. 12 months experience troubleshooting Win10/11 OS and applications.