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Form of workJob Description
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 in order 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.
Requirements:
- 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 workings as a support manager in a IT environment with responsibility for self-managing and supporting all aspects of IT within an office setting supporting 75+ staff.
- 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, Webx, MS Teams, Zoom)
- Full time role with engagement lenth of 30 months
- Daily work hours: Monday - Friday (8:30am - 5pm)
- Physical office location: 330 5th Avenue NY, NY
- Fully Onsite Role. No Telecommuting
Spruce Technology, Inc. is a mid-size, award-winning (Inc 5000, SmartCEO, Entrepreneur of the Year) technology services firm with a steadily growing portfolio of commercial and government clients. Spruce provides innovative technology solutions, specialized IT staff, and IT strategy consulting nationwide. Spruce maintains partnerships with major technology vendors and continually develops leading-edge offerings in service areas such as digital experience, data services, application development, infrastructure, cyber security, and IT staffing.
Spruce Technology, Inc. is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Consistent with the Americans with Disabilities Act, it is the policy of Spruce Technology, Inc. to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process.
