HBITS--Help Desk Manager-Senior

Project/Program: ITS Liaison Unit

The candidate for this position will be responsible for providing Level 1 and Level 2 help desk support to agency staff and performing technical maintenance and support services for agency IT and printing equipment.

• Monitoring and responding to requests from agency staff via telephone, email, and NYS ITSM system.
• Monitoring and updating the agency's inventory management application.
• Monitoring and performing printer maintenance, consumable replacements.
• Imaging and preparing computers for staff for onboardings and replacements.

• Help Desk Manager:
  Complete both technical support and organizational duties, including answering telephones, communicating with clients, diagnosing hardware and software malfunctions, troubleshooting problems, replacing hardware, and installing new software on clients' machines.
• Senior: 60‑84 months; candidate is able to work independently without assistance and provides guidance to others. May have an advanced education.

• 72 months experience providing L1 and/or L2 help desk support to end users via telephone, email, and in‑person.
• 60 months experience setting up end‑user workstations with telephones, monitors, keyboards, mice, and laptop docking station.
• 60 months experience supporting users with Office 365 applications including Outlook, Word, Excel, and PowerPoint.
• 60 months experience diagnosing and repairing issues with HP and/or Xerox multi‑function devices.
• 60 months experience using and supporting users with Web Ex functionality.

Mid‑Senior level

Full‑time

Information Technology

Location:

Albany, NY

Salary: $97,172.00 – $