IT Specialist - i-Link Solutions Inc
New York, NY
About the Job
Job Title: IT Specialist - Senior
Task ID: HBITS-05-13335
Position Duration: 30 months
Client: State of NY
Agency: Office of Addiction Services and Supports
Please call (703) 466-0951 | (571) 351-1868 or email at nysreqs@ilinksolutions.com
Description:
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:
1. Monitor/oversee the local technical environment to ensure proper functioning (e.g. ensure network infrastructure, video conference, and other local systems are operational.)
2. Work with client agency to ensure timely incident reporting and service request entry through ITSM Service Now
3. Understand the ITS organization in order to work effectively with ITS Portfolio, Workplace Services, and Enterprise Operations teams to ensure timely resolution and appropriate escalation
4. Support end-user desktop environment and ensure automated updates of PCs and laptops via central operations occur.
5. Understand user account and access environment to help triage and/or resolve access issues.
6. Understand OASAS and ITS Information Security Policies as well as OASAS specific regulations regarding confidential data.
7. 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
8. Ensure familiarity and proficiency in technical support of video conferencing equipment; reach out to ITS colleagues and/or vendor support (when available) for assistance
9. 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.
10. Collaborate with OASAS Office Services team as necessary to resolve agency office related support issues that fall under their purview.
11. Respond to all incoming help calls as they are received.
12. Provide technical assistance (person-to-person) to all users.
13. Travel to nearby locations to participate in required technical training
Mandatory Qualifications
Disclaimer: i-Link Solutions Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We especially invite women, minorities, veterans, and individuals with disabilities to apply. EEO/AA/M/F/Vet/Disability-
Task ID: HBITS-05-13335
Position Duration: 30 months
Client: State of NY
Agency: Office of Addiction Services and Supports
Please call (703) 466-0951 | (571) 351-1868 or email at nysreqs@ilinksolutions.com
Description:
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:
1. Monitor/oversee the local technical environment to ensure proper functioning (e.g. ensure network infrastructure, video conference, and other local systems are operational.)
2. Work with client agency to ensure timely incident reporting and service request entry through ITSM Service Now
3. Understand the ITS organization in order to work effectively with ITS Portfolio, Workplace Services, and Enterprise Operations teams to ensure timely resolution and appropriate escalation
4. Support end-user desktop environment and ensure automated updates of PCs and laptops via central operations occur.
5. Understand user account and access environment to help triage and/or resolve access issues.
6. Understand OASAS and ITS Information Security Policies as well as OASAS specific regulations regarding confidential data.
7. 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
8. Ensure familiarity and proficiency in technical support of video conferencing equipment; reach out to ITS colleagues and/or vendor support (when available) for assistance
9. 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.
10. Collaborate with OASAS Office Services team as necessary to resolve agency office related support issues that fall under their purview.
11. Respond to all incoming help calls as they are received.
12. Provide technical assistance (person-to-person) to all users.
13. Travel to nearby locations to participate in required technical training
Mandatory Qualifications
| 1 | 78 Months - Technical experience in end-user desktop troubleshooting and support. |
| 2 | 78 Months - Technical experience with office-wide PC, laptop, network and printer/peripheral troubleshooting and support activity. |
| 3 | 72 Months - Experience with ticket management software and related procedures (e,g, ITSM Service Now) |
| 4 | 72 Months - Experience supporting, troubleshooting, and operating video-teleconference equipment. |
| 5 | 72 Months - Experience with the Microsoft Suite of products as well as Desktop O/S. |
| 6 | 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. |
| 7 | 48 Months - Experience in understanding and compliance with confidentiality related to sensitive data. ( e.g., HIPAA/HITECH Law, Pub 1075) |
| 8 | 48 Months - Experience in a customer service related support position providing direct, in-person technical support to Executive level clients/customers and administrators |
| 9 | 48 Months - Experience managing and prioritiziing support calls |
| 10 | 24 Months - Experience with internet-based teleconference software support (e.g. WebEx, MS Teams, Zoom) |
Disclaimer: i-Link Solutions Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We especially invite women, minorities, veterans, and individuals with disabilities to apply. EEO/AA/M/F/Vet/Disability-
Source : i-Link Solutions Inc