Job Description :
Job details:
IT Helpdesk Admin
Duration 24 months
Location: Albany, NY
Duties include, but are 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 4,000 DOH staff; monitoring work queues, opening, updating and closing ITSM Incidents.
Thoroughly 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 single point of contact for users of the Department''s 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.
Use of imaging software to expedite large equipment roll-out.
Support and deployment O365 Pro Plus and Office 2016.
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. managing support requests on a Level 2 help desk.
2. Experience resolving hardware and software issues and troubleshooting Windows 7 applications and OS.
3. utilizing VMware vSphere to support virtual desktops including linked clones.
4. using LanSweeper, Remote Desktop and Active Directory, all three are required.
5. using ITSM service desks.
6. configuring and installing Windows based hardware, peripherals, network printers and thin clients.
7. using CloneZilla to create and apply images.
8. Experience supporting Lotus Notes.
9. Experience with the installation and support of Office 2016 and O365 in an enterprise environment.
10. Experience troubleshooting Windows 10 OS and applications.