Service Desk Technician

TEKsystems•City of Albany, NY

2d•Onsite

About The Position

The Service Desk contractor will be a Senior member of a team responsible for the organization’s service desk and is responsible for delivering exceptional service and consultation to a wide variety of users across four physical locations as well as being a main point of escalation for the other technicians on the team, in addition to maintaining and developing Continuous Process Improvement initiatives for the service desk and IT as a whole. The successful candidate will have a proven track record of service and support to a wide range of users across multiple locations remotely and in person as well as experience managing systems and servers related to end-user support. Occasional travel required.

Requirements

Experience with IT Service Management (ITSM) practices
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
Skilled in Root Cause Analysis
Knowledge of Active Directory support
Ability to work within a team as well as independently
Strong knowledge of VMware based virtual desktops, implementation and support
Excellent communication skills, written and verbal
Experience with a help desk ticketing system
Ability to lift 50 pounds to desk height
Experience with asset management
Experience with mobile device management

Nice To Haves

PowerShell or other scripting languages
Building and managing reports
Experience supporting users while traveling or away from common equipment
End user training experience
Technical writing experience

Responsibilities

Team escalation point for difficult break/fix issues
Manage documentation for environment specific break/fix and make sure that new solutions are documented
Collaborate with technical engineers to identify and resolve complex issues
Identify and escalate critical issues to management
Communicate directly with application and service reps
Manage new projects and technology deployments
Research and develop new/bleeding edge solutions throughout the year
Provide support for new technology implementations by testing software and installing updates
Stay on top of in-place technology as it develops and monitor outages and possible improvements
Participate in end user training sessions to ensure that users can use new technologies effectively
Team escalation for all support issues
Experience providing courteous end user support and White Glove VIP support
SME for multiple systems
Support end users via telephone, email, ticketing system and in-person
Support approved applications including but not limited to Office 365, Windows, Salesforce, SharePoint, Webex, Jira
Assist users with booking, setting up, configuring and launching Webinars
Assist users with A/V equipment and issues in the conference rooms
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