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.