Title: Service Desk Technician
Location: Albany, NY
Duration: 12 Months
ONSITE ROLE

WORK SCOPE

The scope of work to be performed by the Contractor consists of tasks listed in the following functional areas.

Tasks:

Support end users via telephone, email, ticketing system and in-person.
Support approved applications including but not limited to Office 365, Windows10, Salesforce, SharePoint, Webex, Jira, SAS, Treat, MatLab, ArcGIS 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 at NYSERDA 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 at NYSERDA, 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 vendors and management to procure more when necessary.
Maintain an up-to-date pool of loaner computing devices for the Authoritys 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 them 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 Authoritys goals and vision.
Perform other responsibilities as assigned
Expected Deliverables

Ticket-based assignment and execution of tasks relating to the above responsibilities.
Jira Service Desk reports, high user satisfaction
Experience Level: entry to mid-level.

The Contractor should be able to demonstrate the following skills.

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
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