Daily Tasks Include:
The consultant will serve as a dedicated resource providing technical support for agency employees in OASAS’ NYC Office.
Under the direction of Enterprise Workplace Services management, the consultant will:

1. Monitor/oversee the local technical environment to ensure proper functioning (e.g. ensure network infrastructure, video conference, and other local systems are operational.)
2. Work with client agency to ensure timely incident reporting and service request entry through ITSM Service Now
3. Understand the ITS organization in order to work effectively with ITS Portfolio, Workplace Services, and Enterprise Operations teams to ensure timely resolution and appropriate escalation
4. Support end-user desktop environment and ensure automated updates of PCs and laptops via central operations occur.
5. Understand user account and access environment to help triage and/or resolve access issues.
6. Understand OASAS and ITS Information Security Policies as well as OASAS specific regulations regarding confidential data.
7. Understand ITS procedures relative to user support, provide direction to agency for submitting tickets, requesting training and locating resources offered by ITS related to its services
8. Ensure familiarity and proficiency in technical support of video conferencing equipment; reach out to ITS colleagues and/or vendor support (when available) for assistance
9. 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.
10. Collaborate with OASAS Office Services team as necessary to resolve agency office related support issues that fall under their purview.
11. Respond to all incoming help calls as they are received.
12. Provide technical assistance (person-to-person) to all users.
13. Travel to nearby locations to participate in required technical training

Qualifications:
78 Months - Technical experience in end-user desktop troubleshooting and support.
78 Months - Technical experience with office-wide PC, laptop, network and printer/peripheral troubleshooting and support activity.
72 Months - Experience with ticket management software and related procedures (e,g, ITSM Service Now)
72 Months - Experience supporting, troubleshooting, and operating video-teleconference equipment.
72 Months - Experience with the Microsoft Suite of products as well as Desktop O/S.
48 Months - Experience working as a support manager in an IT environment with responsibility for self-managing and supporting all aspects of IT within an office setting supporting 75+ staff.
48 Months - Experience in understanding and compliance with confidentiality related to sensitive data. ( e.g., HIPAA/HITECH Law, Pub 1075)
48 Months - Experience in a customer service related support position providing direct, in-person technical support to Executive level clients/customers and administrators
48 Months - Experience managing and prioritizing support calls
24 Months - Experience with internet-based teleconference software support (e.g. WebEx, MS Teams, Zoom)