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Position Title: IT Helpdesk Assistant - Level 1
Location: Albany, NY

Job Description:
NYS agency is searching a Helpdesk Assistant who will be responsible for maintaining a well-performing, secure infrastructure as well as providing for all the information processing needs of the approximately 530 department employees.  The candidate will supplement our Information Services workforce in fulfilling these responsibilities and work under the guidance of our Help Desk Supervisor.  The following is a list of the types of tasks that would be expected of the candidate for this position (this list is not all-inclusive):

• Cover the Help Desk calls from 9AM-5PM
• Support Windows XP client and server, troubleshoot during the upcoming migration to Windows Active Directory services
• Troubleshoot problems that arise with the usage of department hardware and software
• Assist customers with Lotus Notes v6.5
• Assist customers with any of the department supported PC software, as well as MS Office 2003 (Word, Excel, Power Point and Access)
• Support remote access with VPN and encryption
• Prepare and manage images for various models of PCs
• Install a variety of off-the-shelf software on PCs
• Clone PCs for department distribution
• Translate the needs of the department staff (customers) into technical solutions
• Assist in the distribution of PCs, peripheral, software to the department employees and any transferring of data / configurations from old to new equipment / software
• Assist as requested in implementing new technology in the department
• Perform inventory tracking and manage the loaner hardware pool
• Enter call tracking information into the Help Desk Tracking System

Skills Required:                
Candidates must have experience with the following:

• Three years experience supporting Windows XP operating systems
• Microsoft Certified Professional certification
• Independent, skilled individual with excellent customer service skills

Skills Preferred / Desired:       
Candidates should have some experience with the following:

• Support Windows XP client and server
• Helpdesk experience with Lotus Notes v.6.x
• Prior experience with VPN and encryption
• PC cloning and installation of off-the-shelf software
• Inventory tracking and managing loaner pools