Job Description

Phone/Skype Hire. Onsite from day 1

Location: Albany, NY

Duration: 12+ months

>5% travel to remote Offices Mostly NYC via train. Must be about to lift 50lbs, no racking required, mostly computer setup.

Responsibilities

• Support end users via telephone, email, ticketing system and in-person
• Support approved applications including but not limited to Office365, Windows, Salesforce, SharePoint, Webex, Jira, SAS, Treat, MatLab, ArcGIS, Intune 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.
• Update and support the virtual machine pools in use, working with Network Operations to ensure 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
• Insure that the client has the licenses needed to operate its approved software and coordinate with vendors and 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 via remote and limited in-person means
• Research new and developing trends in Information Technology and how they can be applied at NYSERDA to further the Authority's goals and vision
• Perform other responsibilities as assigned

Expected Deliverables

a. Ticket-based assignment and execution of tasks relating to above responsibilities

b. Jira Service Desk reports, high user satisfaction

Skills Needed

Knowledge of networking technologies and how end users interact with them

Strong knowledge supporting the Windows operating system

Working knowledge of IP addressing, DHCP, DNS and other core networking concepts

Experience working with external vendors and maintaining vendor client relationships

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

Strong knowledge of VMware based virtual desktops, implementation and support

Excellent communication skills

Experience with help desk ticketing system

Ability to lift 50 pounds to desk height

Experience with asset management

Experience with mobile device management

Additional consideration will be given to users with the following skills/experience:

PowerShell or other scripting languages

Intune experience

VIP and "white glove" support experience

Experience supporting users while traveling or away from common equipment

Ability to transition quickly from tasked based to interrupt-based work

Willingness to take on new tasks, some which may require additional training

Job Tags

Hourly pay, Full time, Part time, Internship, Seasonal work, Work at office, Remote work,

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