IT Specialist (level 2 help desk, VMware vSphere, Lan Sweeper, Remote desktop, AD, ITSM, Clonezilla)

MVP Consulting Plus; City of Albany (NY); Remote; USD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a dedicated IT Specialist to provide exceptional technical support to a large user base. In this role, you will respond to service requests, troubleshoot hardware and software issues, and ensure seamless operation of IT services. Your expertise in tools like Lansweeper and VMware vSphere will be crucial as you assist users with their IT needs. This position offers the chance to make a significant impact in a dynamic environment, where your skills will help maintain efficient IT operations and improve user satisfaction. If you're passionate about technology and customer service, this opportunity is perfect for you.

Qualifications

• 3+ years experience in level 2 help desk support and troubleshooting.
• Proficient in using Lansweeper, VMware vSphere, and ITSM tools.

Responsibilities

• Provide level 2 technical support for over 4000 DOH staff.
• Document user requests and troubleshoot issues effectively.

Skills

Technical Support

Troubleshooting

Customer Service

Problem Solving

Tools

Lansweeper

ITSM

Remote Desktop

VMware vSphere

Active Directory

Clonezilla

Lotus Notes

Job description

HBITS-05-13240

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 4000 DOH staff, monitoring work queues, opening, updating, and closing ITSM incidents.
• 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.
• Act as a single point of contact for users of the Department's Information Technology (IT) services and direct 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.

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.

Minimum Requirements:

• 36 months experience managing support requests on a level 2 help desk.
• 36 months experience resolving hardware and software issues and troubleshooting Windows 7 or OS.
• 36 months experience utilizing VMware vSphere to support virtual desktops including linked clones.
• 36 months experience using Lansweeper, Remote Desktop, and Active Directory, all three are required.
• 36 months experience using ITSM service desks.
• 36 months experience configuring and installing Windows-based hardware, peripherals, network printers, and thin clients.
• 36 months experience using Clonezilla to create and apply images.
• 36 months experience supporting Lotus Notes.
• 12 months experience with the installation and support of Office 2016 in an enterprise environment.
• 12 months experience troubleshooting Windows 10 OS and applications.