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Staff Aug Bid # SA.172 Department Requesting Resource IT Operations Initiative / Programmatic need being met by this request This resource is needed in order to complete the tasks and projects of the NYSERDA Service Desk in a timely and accurate manner so as to maintain the high standard of service required by the Authority. Where the Work Will Be Performed Albany, NY - Onsite Location of Resource Albany, NY Is Travel Required for This Position No Is Any Equipment Required to Be Provided by the Contractor or Will Be Provided by NYSERDA for This Position? NYSERDA will provide Desired Start Date 9/28/2026 Expected Duration of Engagement (Years) 1-Year Estimated % FTE Being Requested 37.5 hours/week Select the Appropriate NYSERDA Title You Are Seeking to Fulfill Service Desk Technician Skills and Experience Needed Primary Responsibilities, and Minimum and Preferred Qualifications Essential Functions and Duties include but are not limited to:

• 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 other responsibilities as assigned

What Skills Are Needed to Be Successful in This Role?

• 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

Are There Any Specialized Skills That Must Be Present for the Position to Be Successful?

• Ability to lift 50 pounds to desk height
• Experience with asset management
• Experience with mobile device management
• PowerShell or other scripting languages
• Building and managing reports
• Experience supporting users while traveling or away from common equipment
• End user training experience
• Technical writing experience

Education, Certifications, Degree Requirements

• An associate degree in computer science, information systems or related area
• An unrelated degree and one year of directly related work experience as noted above
• 3 years of relevant experience in lieu of a degree

IT Systems That Will Be Used Office 365, Windows, Salesforce, SharePoint, Webex, Jira, and others

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