Systems Engineer

4 days ago

Albany, NY, United States InstantServe LLC Full time
Role Summary:
The Junior IT Support Specialist provides day-to-day user support and frontline technical assistance for Transportation Council staff. This role focuses on desktop application support, help desk services, basic network administration, and onsite operational support, ensuring minimal disruption to staff during core business hours.

Key Responsibilities:
  • Help Desk & User Support
    • Serve as Tier 1-2 support for approximately 17 users with an average of ~60 assistance requests per month.
    • Diagnose and resolve desktop, laptop, peripheral, and application issues.
    • Provide remote and on-site support.
    • Escalate complex issues to the Senior Systems Engineer as appropriate.
  • Desktop & Application Support
    • Install, configure, and support Windows 11 desktops, laptops, tablets, printers, and peripherals.
    • Support Microsoft Office 365 applications, Outlook, and collaboration tools.
    • Assist with specialized software support (e.g., ESRI ArcPro/ArcMap, PTV Visum, Cubic Synchro)
    • Support mobile devices and basic mobile device management functions.
  • Asset Management
    • Perform user onboarding and offboarding, including account setup, access provisioning, and equipment configuration.
    • Maintain and update IT asset inventories and documentation.
    • Assist with device provisioning and refresh activities.
  • Basic Network & Systems Support
    • Assist with basic network troubleshooting (connectivity, VPN access, printers).
    • Perform routine checks, updates, and patching as directed.
    • Support VoIP and digital phone systems (handsets, softphones, basic configuration).
  • On-Site Support
    • Participate in onsite support activities (minimum weekly presence as scheduled).
    • Provide hands-on assistance to minimize staff downtime.
Qualifications & Experience
  • 2-4 years of IT support experience in a professional or government environment.
  • Strong Windows desktop and Microsoft 365 support experience.
  • Familiarity with basic networking concepts, VPNs, and endpoint security.
  • Customer-service oriented with strong communication skills.
  • Entry-level certifications (CompTIA A+, Network+, or equivalent) preferred.

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