Desktop Support Specialist (Lansweeper / Remote Desktop / Active Directory / Window 11 / O365)
Job Description: Trigyn's direct government client has an immediate need for a Desktop Support Specialist in Albany, NY. Description: Desktop support position that will respond to all service requests and document the details of a user request or issue. Duties include, but not limited to the following:
- Respond to all service requests.
- Use of Lansweeper, ITSM, and remote desktop to provide level 2 technical support to over 4000 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 Qualification:
- 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.
- Candidate is able to work independently, without assistance.
- 36 months experience managing support requests on a level 2 help desk, Hands on and End user-oriented support
- 36 months experience resolving hardware and software issues and troubleshooting Window 11.
- 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 & ticketing systems.
- 36 months experience configuring and installing windows-based hardware, peripherals, network printers and thin clients.
- 36 months experience imaging computers.
- 36 months experience supporting RSA Console
- 36 months experience utilizing VMware / Omnissa to support virtual desktops.
- 36 months support & understanding of common mobile device issue.
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