Help Desk in Albany, NY

Client plans to migrate approximately 18,000 employees from All-in-One to an MS Exchange messaging system. This transition must provide continuing business support to the Agency as our staff move from one product to the other. In addition, client is looking to increase responsibilities and hours of support for Customer Support. Hours of coverage will be from 8am to 7pm with 8 hour working shifts.



Three technical oriented contract consultants are needed to augment State Staff in the Customer Support Services (Office Automation Support Group and Helpdesk). Contract staff will be required to: provide first line diagnosing/troubleshooting/support of desktop PCs, laptop, account management, servers, printers, mobile devices and PDA type equipment; troubleshoot and provide remedial assistance for hardware, software, network, and configuration problems; perform various installations of PCs, printers and software. Staff are currently involved in new PC deployments, and Asset recovery services. There is a need to fill the gaps in the day-to-day troubleshooting and support operations during these projects and transition period.




Experience: Background and experience consistent with good customer support and troubleshooting practices.

Solid background and working knowledge of Microsoft Windows XP operating system and Microsoft Office applications.



DESIRABLE Experience



1. Effective communication skills, both verbal and written.

2. Experience with Help Desk activities that includes documentation, tracking and reporting.

3. Two years working experience providing level 2 diagnosing and troubleshooting of computer, laptop, peripherals issues relating to the following: Operating System (XP), Software packages (MS Office Suite),Basic hardware issues and Security and password issues.

4. Two years working experience providing level 1 diagnosing and troubleshooting of computer, laptop, peripherals issues relating to the following: Operating System (XP), Software packages (MS Office Suite),Basic hardware issues and Security and password issues.

5. Working knowledge and experience with Microsoft Exchange using Microsoft Office Outlook and Outlook Web Access.

6. Two years or more working experience with Wireless technology, wireless networking, wireless peripherals, and handheld devices.

7. Experience with PC's in a Windows Server Active Directory environment.

8. Two years or more working experience imaging PC's using products such as Symantic Ghost.

9. Experience with PC and network security practices in managed healthcare environment falling under Federal HIPAA regulations.

10. Working knowledge of Microsoft Windows Vista operating system.







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