As a leader in advancing New York’s energy transition, the New York State Energy Research and Development Authority (NYSERDA) has remained a credible, objective and trusted partner in our State’s energy planning as well as deploying new and innovative technologies to expand New York’s economy. NYSERDA has worked for the past 50 years to protect the environment and help New Yorkers increase energy efficiency, lower energy costs and reduce reliance on fossil fuels. NYSERDA engages with stakeholders including residents, business owners, developers, community leaders, local government officials, universities, utilities, investors, entrepreneurs, and more, to develop, invest, and foster conditions that: + Attract the private sector capital investment needed to expand New York’s clean energy economy. + Overcome barriers to using clean energy at a large-scale in New York. + Enable New York’s communities and residents to benefit equitably in the clean energy transition. Job Overview NYSERDA’s IT Department seeks a qualified individual for the Service Desk Team. The Service Desk Technician will be part of the team responsible for the organization’s technical support and the service desk and is responsible for delivering high quality service and consultation to a wide variety of users across four physical locations. The ideal candidate will blend a strong technical acumen to communicate effectively to users with a diverse skill set and serve as a front-line representative of the IT department. They will need to enjoy interacting with and seeking feedback from stakeholders, have a high attention to detail, and an internal drive to set and achieve personal and team goals. Occasional travel within NYS is required. Primary Responsibilities + Support end users via telephone, email, ticketing system and in-person + Support NYSERDA approved applications including but not limited to Office 365, Windows, Salesforce, SharePoint, Webex, Jira, and others + Assist users with booking, setting up, configuring and launching Webinars + Assist users with A/V equipment and issues in the conference rooms + Configure, deploy and support all computing hardware in use at NYSERDA including laptops, desktops, zero and thin clients, Chromebooks, Mobile Devices and be knowledgeable in their use and support. + Support the virtual machine pools in use at NYSERDA, working with Network Operations to ensure that that all pools are updated, secure and operable for users + Support all aspects of user account management including, but not limited to, password resets, access, and permissions. + Maintain an up-to-date asset inventory and conduct regular rotating audits of equipment + Insure that NYSERDA has the licenses needed to operate its approved software and coordinate with management to procure more when necessary. + Maintain an up-to-date pool of loaner computing devices for the Authority’s use and train users in their booking and operation + Train end users in the correct, safe, and efficient operation of all supported devices, equipment, software, and services. + Configure, maintain, and support all supported Mobile Devices + Be the Primary and Secondary Point of Contact with vendors for supported Service Desk hardware and services such as, but not limited to Webex, Mobile Phones, A/V equipment, PC Hardware, and Service Desk Software Services + Maintain a supply of configured, updated computing hardware and accessories on hand for new hires and break/fix. + Be responsible for moving and setting up hardware for new hires and employee moves + Examine forwarded emails for signs of Phishing or Scams and forward to the ISO for recording and action if necessary. + Support remote sites in NYC, Buffalo and West Valley New York in person and via remote means + Research new and developing trends in Information Technology and how they can be applied at NYSERDA to further the Authority’s goals and vision + Perform all job responsibilities with respect, fairness, consistency, and inclusion. + Perform other responsibilities as assigned Minimum Qualifications + Associate’s degree in computer science or related field and 1 to 3 years relevant experience + Knowledge supporting the Windows operating system + Working knowledge of IP addressing, DHCP, DNS and other core networking concepts + Computing hardware deployment and imaging + Strong troubleshooting skills + A working knowledge of Active Directory support + Microsoft Office and other common desktop applications + Ability to work within a team as well as independently + Good communication skills + Experience with a help desk ticketing system + Ability to lift 50 pounds to desk height + Experience with asset management + Experience with mobile device management Additional Qualifications + Knowledge of VMware based virtual desktops, implementation and support + PowerShell or other scripting languages + VIP and “white glove” support experience + Experience supporting users while traveling or away from common equipment + Ability to transition quickly from tasked based to interrupt-based work + Willingness to take on new tasks some which may require additional training Please submit two files, one for your cover letter and another for a resume. Please note that during the application process, you may be prompted to opt-in to Artificial Intelligence (“AI”) scoring. This is an automatic request in the ADP system but is not a feature that is used by NYSERDA in its recruiting and hiring process. Your response will have no impact on your application to NYSERDA. [INDTECH]