As a Network Specialist, you will be responsible for providing 2nd and 3rd level support to offices on Long Island, catering to approximately 400 users. Your duties will involve offering professional and courteous assistance on Citrix and Windows devices. Utilizing HEAT, you will monitor work queues, update and close tickets for the user base. It is essential to accurately document user requests, diagnostic steps taken during troubleshooting, and aid in issue resolution. Moreover, you will be required to employ remote control tools to support users when necessary and develop a foundational understanding of the core products endorsed by NYS HCR. Your scope will encompass providing mobile device support (blackberries, laptops, wireless cards, mifis), managing HP, Xerox, OCI printers in a network environment, including multi-function printers. Additionally, you will assist in the technical support of Citrix thin clients, Windows laptops, peripherals, and related technologies. In situations where issues cannot be resolved remotely, you will travel between ten sites on Long Island to address and resolve technical concerns. The ideal candidate should possess 36 months of experience in supporting Windows XP or Windows 7 clients, Citrix environments, and HP, OCI, and multi-function devices in an enterprise setting serving 1200 customers. Furthermore, 36 months of customer service experience in a similar environment is required, along with 12 months of experience working independently and utilizing remote control tools like Desktop Central for issue resolution. Proficiency in supporting the Microsoft Office Suite is also desirable. If you are a proactive individual with a strong technical background and excellent customer service skills, this role presents an exciting opportunity to contribute effectively to the IT support function while ensuring seamless operations for the user base.,
As a Helpdesk Specialist, your primary responsibility will be to assess, diagnose, and resolve a wide variety of computer issues, encompassing both hardware and software-related issues. You will be required to perform hardware repairs on PCs and laptops as necessary, including the replacement of parts when needed. Additionally, you will install lab-specific client and instrumental software, ensuring that configuration parameters are applied to guarantee functionality for Biological Sciences staff. Another crucial aspect of your role will involve reviewing and determining solutions to staff software needs and problems. You will also be expected to assist users with data backup and migration to new hardware, as well as maintaining accurate hardware asset information. Providing end-user training in general computer use and specific software platforms will also be part of your responsibilities. In your capacity as a Helpdesk Specialist, you will be required to stay updated with new technologies and conduct end-user needs assessments for implementing new technology. Supporting printers, multifunction devices, and various other peripherals will also fall within your purview. To excel in this role, you should possess a minimum of 48 months of experience supporting applications and working with users to troubleshoot system errors and functionality in person, via phone, and through remote control. You should also have a minimum of 48 months of experience troubleshooting and supporting Microsoft Windows XP and higher operating systems, as well as competence in working with and supporting Microsoft Office Suite 2003 and higher. Additionally, you should have at least 36 months of experience in writing scripts and modifying existing programs to add or fix functionality, as well as 48 months of experience supporting and repairing printers and multifunction devices. Proficiency in creating or updating system support and end-user documentation, troubleshooting and supporting Citrix, Groupwise, VPN, and wireless networking, and working in a mid to high-level enterprise environment for at least 48 months will be essential. Moreover, your ability to work effectively in a team environment is crucial, with a minimum of 48 months of experience working collaboratively. Experience in creating and modifying Access databases for at least 36 months will also be beneficial for this role.,