Service Desk Technician - IT Operations

ECLARO’s client advocates for energy efficiency and clean energy technology in Albany, NY.

Responsibilities

• Support end users via telephone, email, ticketing system, and in-person.
• Support client-approved applications including but not limited to 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 client including laptops, desktops, zero and thin clients, Chromebooks, and mobile devices; be knowledgeable in their use and support.
• Support the virtual machine pools in use at client, working with Network Operations to ensure that all pools are updated, secure, and operable for users.
• Support all aspects of user account management including, but not limited to, password resets, access, and permissions.
• Maintain an up-to-date asset inventory and conduct regular rotating audits of equipment.
• Ensure that client has the licenses needed to operate its approved software and coordinate with management to procure more when necessary.
• Maintain an up-to-date pool of loaner computing devices for the Authority's use 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.
• Be the primary and secondary point of contact with vendors for supported Service Desk hardware and services such as Webex, mobile phones, A/V equipment, PC hardware, and Service Desk software services.
• Maintain a supply of configured, updated computing hardware and accessories on hand for new hires and break/fix.
• Be responsible for moving and setting up hardware for new hires and employee moves.
• Examine forwarded emails for signs of phishing or scams and forward to the ISO for recording and action if necessary.
• Support remote sites in NYC, Buffalo, and West Valley, New York, in person and via remote means.
• Research new and developing trends in Information Technology and how they can be applied at client to further the Authority's goals and vision.
• Perform other responsibilities as assigned.

Skills

• Knowledge supporting the Windows operating system.
• Working knowledge of IP addressing, DHCP, DNS, and other core networking concepts.
• Computing hardware deployment and imaging.
• Strong troubleshooting skills.
• Working knowledge of Active Directory support.
• 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.
• Experience with asset management.
• Experience with Mobile Device Management.
• PowerShell or other scripting languages.
• Building and managing reports.
• Experience supporting users while traveling or away from common equipment.
• End user training experience.
• Technical writing experience.

Benefits

• 401k Retirement Savings Plan administered by Merrill Lynch
• Commuter Check Pretax Commuter Benefits
• Eligibility to purchase Medical, Dental & Vision Insurance through ECLARO