Helpdesk Support - PP Copy Mandatory

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Client Details

• Agency Name: NYS Department of Health
• Interview : Inperson
• Physical Work Office: 2168 Corning Tower, Albany, NY 12220
• Project/Program Name: ITS/DOH Dedicated Support

Requested Qualifications

• 36 months experience managing support requests on a level 2 help desk, hands-on and end-user oriented support.
• 36 months experience resolving hardware and software issues and troubleshooting Windows 11.
• 36 months experience with the installation and support of O365 and Outlook in an enterprise environment.
• 36 months experience using Lansweeper, Remote desktop, and Active Directory (all three are required).
• 36 months experience using ITSM service desks & ticketing systems.
• 36 months experience configuring and installing windows-based hardware, peripherals, network printers, and thin clients.
• 36 months experience imaging computers.
• 36 months experience supporting RSA Console.
• 36 months experience utilizing Vmware / Omnissa to support virtual desktops.
• 36 months support & understanding of common mobile device issues.

Day-to-Day Tasks

• Respond to all service requests.
• Use Lansweeper, ITSM, and remote desktop to provide level 2 technical support to over 4,000 DOH staff, monitoring work queues, and opening, updating, and closing ITSM incidents.
• Document details of user requests or issues, including diagnostic steps performed during troubleshooting, and assist users with resolution using existing procedures.
• Act as a single point of contact for users of Department Information Technology (IT) services and direct questions or report problems regarding services and products.
• Install desktop hardware, peripherals, and printers.
• Install individual software packages as needed for all users.
• Lift equipment weighing up to 50 lbs and run cables under desks and other furniture.
• Attend mandatory workplace training (e.g., security awareness, prevention of sexual harassment/workplace violence) and provide written documentation as needed.