Service Desk Technician / Desktop Support Technician

Tryfacta is a leading, nationally renowned Workforce Management Solution provider for private and public sector firms across the U.S. Specializing in Healthcare, IT, Business Support, and Professional & Craft/Light Industrial ecosystems, Tryfacta was founded in March 1996 and maintains a presence in all 50 states. The company has been ranked number one as one of the fastest-growing companies by Inc. Magazine (Inc. 5000) and is certified by the Joint Commission for Healthcare Staffing Services with numerous ISO certifications.

About the role

This is a temporary contract assignment for a Service Desk Technician supporting our client in Albany, NY. The position is onsite with no travel required and has a duration of one year.

Responsibilities

• Support end users via telephone, email, ticketing system, and in-person.
• Support NYSERDA-approved applications including Office 365, Windows, Salesforce, SharePoint, Webex, Jira, and others.
• Assist users with booking, setting up, configuring, and launching webinars.
• Assist users with A/V equipment and issues in conference rooms.
• Configure, deploy, and support all computing hardware in use at NYSERDA, including laptops, desktops, zero and thin clients, Chromebooks, and mobile devices.
• Support virtual machine pools, working with Network Operations to ensure pools are updated, secure, and operable.
• Support all aspects of user account management, including password resets, access, and permissions.
• Maintain an up-to-date asset inventory and conduct regular rotating audits of equipment.
• Ensure NYSERDA has the necessary software licenses and coordinate procurement as needed.
• Maintain a pool of loaner computing devices and train users in their booking and operation.
• Train end users in the correct, safe, and efficient operation of all supported devices, equipment, software, and services.
• Configure, maintain, and support all supported mobile devices.
• Serve as the primary and secondary point of contact with vendors for supported Service Desk hardware and services (e.g., Webex, mobile phones, A/V equipment, PC hardware, Service Desk software).
• Maintain a supply of configured, updated computing hardware and accessories for new hires and break/fix scenarios.
• Responsible for moving and setting up hardware for new hires and employee moves.
• Examine forwarded emails for signs of phishing or scams and escalate to the ISO as necessary.
• Support remote sites in NYC, Buffalo, and West Valley, New York, both in person and remotely.
• Research new and developing trends in information technology and how they can be applied at NYSERDA.
• Perform other responsibilities as assigned.

Requirements

• Knowledge supporting the Windows operating system.
• Working knowledge of IP addressing, DHCP, DNS, and other core networking concepts.
• Experience with computing hardware deployment and imaging.
• Strong troubleshooting skills.
• Working knowledge of Active Directory support.
• Proficiency with Microsoft Office and other common desktop applications.
• Ability to work within a team as well as independently.
• Good communication skills.
• Experience with a help desk ticketing system.
• Ability to lift 50 pounds to desk height.
• Experience with asset management.
• Experience with mobile device management.
• Familiarity with PowerShell or other scripting languages.
• Experience building and managing reports.
• Experience supporting users while traveling or away from common equipment.
• End user training experience.
• Technical writing experience.

Qualifications

• An associate degree in computer science, information systems, or a related area.
• An unrelated degree and one year of directly related work experience.
• Three years of relevant experience in lieu of a degree.

Skills

• Office 365
• Windows
• Salesforce
• SharePoint
• Webex
• Jira