IT Helpdesk Support

Provide a short description of the Position: Desktop support position that will respond to all service requests and document the details of a user request or issue. Provide a list of the day-to-day tasks to be performed by the Selected Candidate: Duties include, but not limited to the following: 1 Respond to all service requests. 2 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. 3 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. 4 Acts as a single point of contact for users of the Departments Information Technology (IT) services and directs questions and report problems regarding services and products. 5 Installation of desktop hardware/ peripherals and printers. 6 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. 7 Installation of individual software packages, as needed for all users. Requested Qualification Number Requested Qualification Notes to Agency: Points assigned will change depending on the number of Qualifications submitted There is no requirement to have 10 Qualifications. Only Number of Months is an allowable unit of measurement for experience. Exp you have 1 36 months experience managing support requests on a level 2 help desk. 2 36 months experience resolving hardware and software issues and troubleshooting Window 7 or OS. 3 36 months experience utilizing VMware vSphere to support virtual desktops including linked clones. 4 36 months experience using Lan Sweeper, Remote desktop and Active Directory, all three are required. 5 36 months experience using ITSM service desks. 6 36 months experience configuring and installing windows-based hardware, peripherals, network printers and thin clients. 7 36 months experience using Clonezilla to create and apply images. 8 36 months experience supporting Lotus Notes. 9 12 Months experience with the installation and support of Office 2016 in an enterprise environment. 10 12 months experience troubleshooting Windows 10 OS and applications. Required Documentation Rsum Copy of Candidate Identification (i.e., Driver's License/Green Card/Visa and Passport if applicable) Any documents referenced in the above Requested Qualifications (i.e., professional certifications, degrees, etc.)