Description
Desktop support position that will respond to all service requests and document the details of a user request or issue.
Duties
- Respond to all service requests.
- 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.
- 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.
- 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.
- Installation of desktop hardware/ peripherals and printers.
- 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.
- Installation of individual software packages, as needed for all users."
Mandatory Requirements
- Experience (5+ 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
- 36 months experience managing support requests on a level 2 help desk and End user oriented support
- 36 months experience resolving hardware and software issues and troubleshooting Window 11 or OS.
- 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.
- 36 months experience configuring and installing windows-based hardware, software, peripherals, network printers and thin clients.
- 36 months experience imaging computers and ability to lift & carry equipment, including items that may weigh up to 50 pounds
- 36 months experience supporting RSA Console and Workspace1
- 36 months experience with assisting customers by phone, email and in person
- 36 months experience utilizing VMware vSphere to support virtual desktops
- R sum
- 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.)
