Job Description
Description
Supports the ongoing operation of personal computing devices, applications, and network resources in the OASAS location; ensuring the standardized, efficient, and reliable operation of the office's PCs, network, file and print services, and video teleconferencing environment. Provides hands-on and remote (as necessary) technical assistance to end-users in response to agency ITSM incidents and requests. Support may entail resolving and/or escalating general day to day trouble tickets to providing teleconference/video conference support to agency Executive staff.
Duties
- The consultant will serve as a dedicated resource providing technical support for agency employees in OASAS' NYC Office.
- Under the direction of Enterprise Workplace Services management, the consultant will:
- 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 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 OASAS and ITS Information Security Policies as well as OASAS 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 OASAS Office Services team 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.
- Travel to nearby locations to participate in required technical training.
Mandatory Requirements
- Experience (10+ 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 (Position Requested Qualifications)
- This is an 100% Onsite
- 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).
- 72 Months - Experience supporting, troubleshooting, and operating video-teleconference equipment.
- 72 Months - Experience with the Microsoft Suite of products as well as Desktop O/S.
- 48 Months - Experience working as a support manager in an IT environment with responsibility for self-managing and supporting all aspects of IT within an office setting supporting 75+ staff.
- 48 Months - Experience in understanding and compliance with confidentiality related to sensitive data. (e.g., HIPAA/HITECH Law, Pub 1075).
- 48 Months - Experience in a customer service-related support position providing direct, in-person technical support to Executive level clients/customers and administrators.
- 48 Months - Experience managing and prioritizing support calls.
- 24 Months - Experience with internet-based teleconference software support (e.g. Webex, MS Teams, Zoom).
- R sum .
Katta Dasharatham
Sr Technical Recruiter
Sligo Software Solutions Inc.
dasharatham.katta@sligosoft.com