Desktop Support Consultant

3 weeks ago

New York, United States Sligo Software Solutions Full time
Job DescriptionJob Description

Description

Supports the ongoing operation of personal computing devices, applications, and network resources in the OMH NYC Field Office\Commissioner's location; ensuring the standardized, efficient, and reliable operation of the office's PCs, network, file and print services, and video teleconferencing environment.

Duties

The consultant will serve as a dedicated resource providing technical support for agency employees in OMH's NYC Office.:

  • Monitor/oversee the local technical environment to ensure proper functioning (e.g. ensure network infrastructure, video conference, and other local systems are operational.)
  • Work with client agency to ensure timely incident reporting and service request entry through ITSM Service Now.
  • Understand the ITS organization to work effectively with ITS Portfolio, Workplace Services, and Enterprise Operations teams to ensure timely resolution and appropriate escalation.
  • Support end-user desktop environment and ensure automated updates of PCs and laptops via central operations occur.
  • Understand user account and access environment to help triage and/or resolve access issues.
  • Understand OMH and ITS Information Security Policies as well as OMH specific regulations regarding confidential data.
  • Understand ITS procedures relative to user support, provide direction to agency for submitting tickets, requesting training, and locating resources offered by ITS related to its services.
  • Ensure familiarity and proficiency in technical support of video conferencing equipment; reach out to ITS colleagues and/or vendor support (when available) for assistance.
  • Provide basic 'how to' instruction to users for common desktop functionality/software issues, and for establishing video conference calls and use of technology to present or share information.
  • Collaborate with OMH onsite office staff as necessary to resolve agency office related support issues that fall under their purview.
  • Respond to all incoming help calls as they are received.
  • Provide technical assistance (person-to-person) to all users.

Mandatory Requirements

  • Experience (10+Years)
  • 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.

Requirements

  • This is an 100% Onsite
  • 78 Months - Technical Experience in end-user desktop troubleshooting and support.
  • 78 Months - Technical Experience with office-wide PC, laptop, network and printer/peripheral troubleshooting and support activity.
  • 72 Months - Experience with ticket management software and related procedures (e.g., ITSM Service Now)
  • 48 Months - Experience managing and prioritizing support calls.
  • 72 Months - Experience with Microsoft Suite of products as well as Desktop O/S,
  • 48 Months - Experience working as a support manager in an IT environment with responsibility for self-managing and supporting all aspects of IT within an office setting supporting 75+ staff.
  • 48 Months - Experience in understanding and compliance with confidentiality related to sensitive data. (e.g., HIPAA/HITECH Law, Pub 1075)
  • 48 Months - Experience in a customer service-related support position providing direct, in-person technical support to Executive level clients/customers and administrators.
  • 72 Months - Experience supporting, troubleshooting, and operating video-teleconference equipment.
  • 24 Months - Experience with internet-based teleconference software support (e.g. Webex, MS Teams, Zoom)
  • R sum .

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