Help Desk Associate - Consultant

Title : Help Desk Associate - Consultant

Location : New York, NY

Duration : 6+ months

Job Description :

The client is responsible for ensuring the safe and lawful use of buildings and properties by enforcing the NYC Construction Codes, Energy Code and Zoning Resolution. They facilitate compliant development with integrity, efficiency and professionalism. client is committed to becoming a premier municipal building organisation, dedicated to enhancing the quality of life for all New Yorkers and making our city safer. They are committed to improving our performance and developing procedures that are streamlined, understandable and transparent. They are seeking a Help Desk Associate.

Help Desk Associate will provide top-notch technical support and ensure all clients receive the highest quality of service. Help Desk Associate must have excellent communication skills, strong analytical and problem-solving skills and resilient customer service and collaboration skills. Help Desk Associate will report directly to Deputy Director of Help Desk and will work closely with both Infrastructure team and Technology and Innovation team

Duties and Responsibilities include but not limited to the following :

• Monitoring and managing ServiceNow Helpdesk tickets, emails and calls in a timely manner.
• Installing and configuring, desktop / laptop hardware and software as necessary.
• Identifying and resolving technical hardware and software issues, including operating systems, endpoint devices and software issues.
• Reloading and re-imaging of desktops / laptops and installing and optimising hardware and software components.
• Configuring, deploying, reimaging and troubleshooting a variety of software and browsers.
• Providing remote desktop, laptop and VPN connection support for DOB's staff participating in the Work from Home program.
• Assisting users with preliminary identification of computer and application related issues.
• Supporting Active Directory tasks, including password resets, account creation and decommissioning.
• Managing user accounts and access permissions within Active Directory and assigning to proper groups as necessary.
• Assigning and removing of endpoints to proper groups in Active Directory.
• Onboarding and enrollment of endpoint devices onto MDM (Management, Device Management) solutions.
• Administrating, configuring and troubleshooting of MDM (Management, Device Management) enrolled mobile endpoints and applications.
• Administering Mobile Device Management (MDM) platform to securely deliver updates and applications to endpoint devices.
• Continuously refining and improving Mobile Device Management (MDM) platform based on usage data and best practices.
• Installing Cisco IP Phones and provide first level support and configuration.
• Performing IMAC (Install, Move, Add, Change) activities for hardware and software deployments.
• Perform high-level triage of ServiceNow tickets to assign to proper unit or specialist.
• Escalating issues as required and ensuring a timely distribution of information within the organization to expedite resolutions.
• Keeping stakeholders informed about ongoing issues and resolutions.
• Maintaining and supporting of documentation, processes on regular bases.
• Act as the single point of contact and follow up with employees to ensure issues have been resolved while providing excellent customer service.
• Follow SLA guidelines and use SLAs as a measure to report progress, achievements, provide statistics and improvement plans to the upper management as necessary.
• Maintaining inventory control, optimize stock level, and track and manage.
• Assisting with basic network functions including cabling and racking of equipment.

Minimum Qualification Requirements :

1. A baccalaureate degree from an accredited college or university and two years of satisfactory full-time experience, in mainframe computer, mid-range computer, LAN or WAN computer environments and or local desktop support; or "

2. An associate degree or 60 semester credits from an accredited college or university and three years of satisfactory, full-time experience as described in "1 " above : or

3. A four-year high school diploma or its educational equivalent and four years of satisfactory, full time experience, as described in "1 " above; or

4. Education and / or experience equivalent to "1 ", "2 ", or "3 " above. Undergraduate college credit can be substituted for experience based on 30 semester credits, from an accredited college or university, for six months of experience. However, all candidates must have at least a four-year high school diploma or its educational equivalent and two years of satisfactory full-time experience, as described in "1 " above.

Preferred Skills :