IT Specialist - End User Support

Nys Dfs•New York, NY

1d•Onsite

About The Position

The IT Specialist - End User Support provides technical support for end-user hardware and software and oversees and establishes Service Desk processes to deliver high-quality service and meet agency business needs. The role supports desktop and endpoint engineering in an enterprise environment, including endpoint security, operating system management, application deployment, mobile device management, and infrastructure stability. The position is a 30-month contract based in New York, NY, with an in-person interview and 100% office work; telecommuting is not stated.

Requirements

84 months of experience in Desktop Engineering.
84 months of experience with technical approaches to design, build, testing, and debugging problems.
84 months of experience with mobile device management (MDM) solutions.
84 months of experience with Active Directory Group Policy standards.
84 months of engineering experience in research, analysis, planning, and implementation.
Certifications relevant to Microsoft Windows.
84 months of experience with networking concepts such as DHCP, VLANs, ACLs, and firewalls.
84 months of experience with organizational skills, including managing assigned tickets and queues and documenting ticket resolution in a timely manner, and the ability to handle multiple tasks and shifting priorities.
84 months of experience with Windows 11, including 64-bit operating systems.
84 months of experience with client workstation hardware and operating systems.
84 months of experience with Windows image deployment and package creation and management.
84 months of experience with client-based security management tools, including antivirus, PKI, HDD encryption, and general client-based security hardening.
84 months of scripting language experience; PowerShell and VB Script are preferred.
84 months of experience with cybersecurity best practices and compliance.
84 months of experience with advanced troubleshooting and support for VPN, VDI, two-factor authentication, and network printing.
84 months of Active Directory management experience.
84 months of experience analyzing and resolving hardware and software issues.

Nice To Haves

PowerShell and VB Script experience are preferred.

Responsibilities

Develop and ensure deployment documentation, including design and environment specifications, user and technical manuals, and process documentation.
Work with and troubleshoot remote access technologies, including VPN and terminal services.
Maintain Active Directory Group Policy and Preference management.
Monitor operating systems and apply patches when applicable.
Collaborate with application support, infrastructure, security, network, telecom, and Service Desk teams to deliver a strong enterprise desktop experience.
Conduct proof-of-concept evaluations of client computing hardware and software; research and develop procedures to streamline operations.
Serve as a subject matter expert for highly complex issues for Desktop and Service Support teams.
Develop and document endpoint hardware architecture and operating system configurations and management capabilities.
Create and tailor secure baseline Windows images for specific hardware configurations from a common core baseline.
Support enterprise application packaging, deployment, documentation, and release control.
Use PowerShell scripting to improve platform management productivity.
Administer the corporate mobile device management solution.
Maintain platform security and compliance in alignment with the agency cybersecurity program.
Define, create, and test Group Policies and endpoint operating system updates.
Use standard enterprise tools to develop or implement infrastructure hardware, software, and other technical components.
Perform preventative maintenance, troubleshoot, and resolve routine problems to maintain infrastructure stability.
Coordinate work and establish processes with business operations, project management, and other IT teams.
Perform system software and hardware upgrades and changes, including planning, scheduling, testing, and coordination.
Monitor, measure, and test current and new infrastructure products and services.
Perform operational, project, and support tasks with little to no supervision while meeting or exceeding SLAs and performance expectations.