Technical Support Specialist

3 weeks ago


New York, New York, United States Mindlance Full time
Job Description

As a Technical Support Specialist at Mindlance, you will play a critical role in ensuring the efficient and reliable operation of our office's PCs, network, file and print services, and video teleconferencing environment.

Responsibilities:
  1. Monitor and oversee the local technical environment to ensure proper functioning of network infrastructure, video conference, and other local systems.
  2. Collaborate with client agencies to ensure timely incident reporting and service request entry through ITSM Service Now.
  3. Work effectively with ITS Portfolio, Workplace Services, and Enterprise Operations teams to ensure timely resolution and appropriate escalation.
  4. Support end-user desktop environment and ensure automated updates of PCs and laptops via central operations occur.
  5. Triage and/or resolve access issues by understanding user account and access environment.
  6. Familiarize yourself with OMH and ITS Information Security Policies as well as OMH specific regulations regarding confidential data.
  7. Provide direction to agency for submitting tickets, requesting training and locating resources offered by ITS related to its services.
  8. Ensure proficiency in technical support of video conferencing equipment and provide basic 'how to' instruction to users.
  9. Respond to all incoming help calls as they are received and provide technical assistance (person-to-person) to all users.

Estimated salary: $60,000 - $80,000 per annum. Location: New York City.



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