Technical Specialist Level III (IT) ()

Orangeburg, NY - USA

Yearly Salary: USD 84806 - 102353

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

JOB DESCRIPTION:

This individual will serve as the help desk and the hands-on senior desktop technician for NKI 400 user network.

JOB DUTIES:

Supervise organize and manage all Helpdesk operations and resources
Lead mentor and coordinate Helpdesk staff including ticket assignment prioritization and escalation management
Provide senior-level hands-on desktop and end-user support for over 400 users including researchers laboratory staff and administrative personnel
Deliver high-touch responsive support to demanding end users in a fast-paced mission-critical research environment
Manage the full user account lifecycle including provisioning access modifications and decommissioning
Log track and manage support requests received via email and phone using established ticketing workflows
Configure deploy and support all end-user computing devices including desktops laptops and peripherals
Diagnose and resolve hardware software and operating system issues; perform minor hardware repairs and upgrades in-house
Support specialized scientific statistical and analytical software used in laboratory and research workflows ensuring minimal disruption to active research
Identify opportunities for automation and process improvement to increase efficiency consistency and service quality
Utilize IT service management and automation tools (e.g. Jira Ansible Puppet) to streamline support operations and endpoint configuration while maintaining system stability
Develop and maintain scripts and automation tools (e.g. PowerShell and other scripting languages) to support endpoint provisioning configuration standardization user onboarding/offboarding and routine operational tasks
Maintain accurate inventories of hardware and software assets
Monitor and enforce desktop security standards and acceptable-use policies
Support and administer enterprise tools and platforms including:

JOB QUALIFICATIONS:

Minimum Qualifications:

Bachelors degree or Associate degree with a minimum of two (2) years of professional desktop support experience
Demonstrated supervisory or team-lead experience with sound judgment and decision-making skills
Proven ability to rapidly diagnose technical issues and determine appropriate resolution or escalation paths
Experience supporting demanding end users in research laboratory healthcare academic or similarly complex technical environments
Familiarity with IT service management (ITSM) platforms such as Jira for ticket tracking workflow management and reporting
Working knowledge of configuration management and automation tools such as Ansible and Puppet and their application in maintaining consistent endpoint configurations
Experience developing and maintaining scripts using PowerShell and/or other scripting languages to automate desktop support and operational workflows
Experience with endpoint security and infrastructure technologies including:
o Endpoint Detection and Response (EDR) solutions
o Firewalls (e.g. FortiGate or equivalent platforms)
o Basic network switching and connectivity concepts
Familiarity with web-filtering technologies and enterprise VPN solutions
Experience installing configuring and supporting SPSS SAS and related analytical or research software
Strong troubleshooting skills across:
o Windows and macOS operating systems
o Desktop and laptop hardware
o Enterprise and end-user software applications
o Virus and malware detection and remediation

Preferred Qualifications:

Experience with Cisco/Fortinet networking equipment from 201F and up.

Background Investigation/Justice Center Review Requirements:

Prospective appointees will be: 1) Checked against the Staff Exclusion List (SEL) maintained by the Justice Center for the Protection of People with Special Needs. Prospective employees whose names appear on the SEL as having been found responsible for serious or repeated acts of abuse or neglect will be barred from appointment. 2) Screened against the Statewide Central Register of Child Abuse and Maltreatment (SCR). Prospective employees whose names are indicated on the SCR may be barred from appointment.

*The Research Foundation is a private not-for-profit corporation and is not an agency or instrumentality of the State of New York. Employees of the Research Foundation are not state employees do not participate in any state retirement system and do not receive state fringe benefits. Excellent Benefits Package. Affirmative Action/Equal Opportunity Employer - Disabled/Veteran 41 CFR 60-741.5(a) and 41 CFR 60-300.5(a) compliant.

Applications will only be accepted through website at: - Click on Employment Opportunities. Applications will be accepted only during the posting dates as listed at the top of the job announcement.

Questions regarding this position please email:

Required Experience:

JOB DESCRIPTION:This individual will serve as the help desk and the hands-on senior desktop technician for NKI 400 user network.JOB DUTIES: Supervise organize and manage all Helpdesk operations and resources Lead mentor and coordinate Helpdesk staff including ticket assignment prioritization and esc...

JOB DESCRIPTION:

This individual will serve as the help desk and the hands-on senior desktop technician for NKI 400 user network.

JOB DUTIES: