IT Specialist

IT Specialist

Location: New York NY 100% ONSITE position local candidates preferred

Duration: 30 months

Rate: 50/hr C2C

Supports the ongoing operation of personal computing devices applications and network resources in the OMH NYC Field OfficeCommissioners location; ensuring the standardized efficient and reliable operation of the offices PCs network file and print services and video teleconferencing environment.

Provides handson and remote (as necessary) technical assistance to endusers in response to agency ITSM incidents and requests. Support may entail resolving and/or escalating general day to day trouble tickets to providing teleconference/video conference support to agency Executive staff.

The consultant will serve as a dedicated resource providing technical support for agency employees in OMHs NYC Office.:

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 enduser 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 OMH and ITS Information Security Policies as well as OMH 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 OMH onsite office staff 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 (persontoperson) to all users.

Qualifications:

1. 78 Months Technical Experience in enduser desktop troubleshooting and support.
2. 78 Months Technical Experience with officewide PC laptop network and printer/peripheral troubleshooting and support activity.
3. 72 Months Experience with ticket management software and related procedures (eg ITSM Service Now)
4. 48 Months Experience managing and prioritizing support calls
5. 72 Months Experience with Microsoft Suite of products as well as Desktop O/S
6. 48 Months Experience workings as a support manager in a IT environment with responsibility for selfmanaging and supporting all aspects of IT within an office setting supporting 75 staff.
7. 48 Months Experience in a customer service related support position providing direct inperson technical support to Executive level clients/customers and administrators
8. 72 Months Experience supporting troubleshooting and operating videoteleconference equipment.
9. 24 Months Experience with internetbased teleconference software support (eg Webx MS Teams Zoom)