What are the responsibilities and job description for the HBITS-07-14525-Help Desk Manager-Senior position at Knowledge Builders Inc?
Job Description Project/Program: ITS Liaison Unit
Job Description
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.
Day To Day
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
Mandatory Qualifications
Help Desk Manager: Help desk managers 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.
Requested Qualifications
Job Description
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.
Day To Day
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
Mandatory Qualifications
Help Desk Manager: Help desk managers 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.
Requested Qualifications
- 72 months experience providing L1 and/or L2 help desk support to end users via telephone, email, in-person.
- 60 months experience setting up end-user workstations with telephones, monitors, keyboards, mice, 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 in using and also supporting users with with WebEx functionality