Desktop Support/Hardware Repair

Location: Latham, NY
Date Posted: 11-27-2012

Position:          Desktop Support/Hardware Repair
Location:          Latham, NY
Duration:          18 months
Position Description/Responsibilities:
Responsibilities include but are not limited to support for desktop, laptop and peripheral hardware, COTS and agency specific software, and network connectivity. The individual selected for this position will carry out all IT support efforts directed by the designated Senior Investigator or Information Technology Service personnel assigned to the New York State Intelligence Center. The position will be part of a cooperative support team coordinated by the Technical Services Section and Technology Customer Services Unit at Division Headquarters. This position will serve as a liaison between the end-user and the technology team(s). The incumbent will provide service under all of the unit’s policies, guidelines and operational procedures.
Day to day tasks include but are not limited to the following:
1. Assist end-user customers and resolve user’s technical problems
2. Ghost PC’s when necessary
3. Manage user accounts
4. Maintain inventory
5. Perform hardware repairs on PC’s and laptops
6. Assist with minor phone changes or moves
7. Research new technology as requested
8. Set up and take down conference room technologies for vendors, presentations, training classes, etc.
9. Work with Non-SP personnel to set up and maintain connections to their agencies
10. Produce resource material as needed (ie. CDs/DVDs)
11. Support multifunction and IP printers by troubleshooting connectivity issues, ordering supplies and placing repair orders
12. Coordinate with Technology Customer Services Unit for:a. Ordering new equipmentb. Disposing of old equipmentc. Equipment repairs
Position Requirements/Technical Skills:
Mandatory Requirements:

-Experience in the usage and support of a collection of development platforms, technical architectures, or business applications and products that run on those platforms, beyond that of a Programmer.
Skill Level: Mid-Level
Typical Experience: 36-60 Months
Preferred Skills: Candidate is able to work without assistance
1. 24 consecutive months of full-time experience working with end-user clients to troubleshoot both software and hardware issues.
2. 24 consecutive months of full-time experience supporting Microsoft Windows XP or higher desktop operating systems.
3. 24 consecutive months of highly proficient, full-time experience working with Microsoft Office Suite (2003, 2007, 2010) (including but not limited to MS Access, Excel, Powerpoint, Project, Word and Visio).
4. 12 consecutive months of full-time experience supporting and troubleshooting Citrix (Xen), Active Directory, Networking, and Groupwise in a desktop environment.
5. 12 months of full-time experience working in a Help Desk environment.
6. 12 months of experience creating or updating system support documentation.
7. A+ Certification.


Sam Merigala
DEW Softech, Inc
302-763-1DEW X101
877-DEW-9566 (F)
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