IT Specialist (level 2 help desk, Window 11 or OS, O365, Lansweeper, Remote desktop, AD)

MVP Consulting Plus; City of Albany (NY); Remote; USD 60,000 - 75,000; Full time

Job summary

A leading company is seeking an IT Specialist to provide level 2 technical support to a large user base. The role involves troubleshooting hardware and software issues, assisting users, and managing service requests. Candidates should have extensive experience in IT support, including familiarity with various tools and platforms.

Qualifications

• 36 months experience in level 2 help desk support.
• Experience troubleshooting Windows 11 and O365.

Responsibilities

• Provide level 2 technical support to over 4000 DOH staff.
• Document user requests and assist with resolutions.
• Install desktop hardware and software packages.

Skills

Technical Support

Troubleshooting

User Assistance

Documentation

Tools

Lansweeper

Remote Desktop

Active Directory

ITSM

Windows 11

O365

VMware vSphere

Job description

HBITS-06-14061

Duties include, but are not limited to the following:

1. Respond to all service requests.
2. Use 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.
3. Document user requests or issues, including diagnostic steps performed during troubleshooting, and assist users with resolutions using existing procedures and documentation.
4. Act as a single point of contact for users of the Department's IT services, directing questions and reporting problems regarding services and products.
5. Install desktop hardware, peripherals, and printers.
6. Be able to lift equipment weighing up to 50 lbs and run cables under desks and furniture as needed.
7. Install individual software packages for all users as required.

IT Specialist

Works in the field of Information Technology, with experience in supporting a range of development platforms, technical architectures, or business applications beyond programming.

Minimum Qualifications:

• At least 36 months of experience managing support requests on a level 2 help desk and providing end-user support.
• At least 36 months of experience resolving hardware and software issues and troubleshooting Windows 11 or other operating systems.
• At least 36 months of experience with the installation and support of O365 and Outlook in an enterprise environment.
• At least 36 months of experience using Lansweeper, Remote Desktop, and Active Directory.
• At least 36 months of experience using ITSM service desks.
• At least 36 months of experience configuring and installing Windows-based hardware, software, peripherals, network printers, and thin clients.
• At least 36 months of experience imaging computers and supporting equipment that may weigh up to 50 pounds.
• At least 36 months of experience supporting RSA Console and Workspace ONE.
• At least 36 months of experience assisting customers via phone, email, and in person.
• At least 36 months of experience utilizing VMware vSphere to support virtual desktops.