Senior IT Specialist (Service Desk)

ITnova is seeking a Senior IT Specialist (Service Desk) to provide on-site technical support and ensure the seamless operation of IT systems and end-user environments. The selected candidate will play a key role in maintaining network and desktop infrastructure, managing incident resolution, and supporting video conferencing and collaboration technologies. This position requires an experienced IT professional capable of working independently, resolving complex technical issues, and providing exceptional customer service to executive-level users.

Responsibilities

• Monitor / oversee the local technical environment to ensure proper functioning (e.g. ensure network infrastructure, video conference, and other local systems are operational.).
• Work with client agency to ensure timely incident reporting and service request entry through ITSM Service Now.
• Understand the ITS organization in order to work effectively with ITS Dedicated Support Team, Workplace Services, and Enterprise Operations teams to ensure timely resolution and appropriate escalation.
• Support end-user desktop environment and ensure automated updates of PCs and laptops via central operations occur.
• Triage and resolve user access issues.
• Provide direction to agency for submitting tickets, requesting training and locating resources offered by ITS.
• Ensure familiarity and proficiency in technical support of video conferencing equipment; reach out to ITS colleagues and / or vendor support (when available) for assistance.
• 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.
• Collaborate with OASAS Office Services team as necessary to resolve agency office related support issues that fall under their purview.
• Respond to all incoming help calls as they are received.
• Provide technical assistance (person-to-person) to all users.
• Travel to nearby locations to participate in required technical training.

Mandatory Qualifications

Desired Qualifications

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