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

Freddie Mac; City of Albany (NY); Remote; USD 50,000 - 70,000; Full time

Job summary

A leading company in Information Technology Services is seeking a Technical Support Specialist to provide level 2 support for a large user base. This role involves managing ITSM incidents, resolving hardware and software issues, and ensuring a high standard of user experience. Ideal candidates will have extensive experience with Windows 11, O365, and various support tools, contributing to a collaborative work environment focused on career advancement.

Qualifications

• 36 months experience managing level 2 support requests.
• Experience resolving hardware/software issues with Windows 11.
• Familiarity with ITSM service desks.

Responsibilities

• Provide level 2 technical support to over 4,000 staff members.
• Monitor work queues and manage ITSM incidents.
• Document user requests and resolutions.

Skills

Technical Support

Problem Solving

Communication

Tools

Lansweeper

Remote Desktop

Active Directory

O365

VMware vSphere

Job description

Employer Industry: Information Technology Services

Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Supportive and collaborative work environment
- Engage in a variety of technical support tasks for a large user base
- Chance to work with advanced tools like Lansweeper and Remote Desktop
- Potential to make a significant impact on user experience and IT service delivery

What to Expect (Job Responsibilities):
- Respond to all service requests and provide level 2 technical support to over 4,000 staff members
- Monitor work queues and manage ITSM incidents, including opening, updating, and closing requests
- Document user requests, diagnostic steps, and resolutions following existing procedures
- Act as a single point of contact for IT services, directing questions and reporting issues
- Install desktop hardware, peripherals, and individual software packages as needed

What is Required (Qualifications):
- Minimum of 36 months experience managing support requests on a level 2 help desk
- Minimum of 36 months experience resolving hardware and software issues, specifically with Windows 11 or OS
- Minimum of 36 months experience with the installation and support of O365 and Outlook in an enterprise environment
- Minimum of 36 months experience using Lansweeper, Remote Desktop, and Active Directory
- Minimum of 36 months experience utilizing ITSM service desks

How to Stand Out (Preferred Qualifications):
- Experience configuring and installing windows-based hardware, software, peripherals, network printers, and thin clients
- Experience imaging computers and lifting/carrying equipment weighing up to 50 pounds
- Experience supporting RSA Console and Workspace1
- Proficiency in assisting customers via phone, email, and in person
- Familiarity with VMware vSphere to support virtual desktops

#InformationTechnology #TechnicalSupport #CareerOpportunity #ITServices #HelpDeskSupport

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