New York Power Authority (NYPA) is seeking a Service Desk SpecialistProject OverviewThis role will field incoming help desk requests from end users via both telephone and e-mail in a courteous/professional manner. Document all pertinent end user information. Resolve computer issues on impact. Escalate calls to appropriate support groups in IT. Support the distribution of RSA Key Fobs, Iron Key Devices, assist customers scheduling video conferences, password resets, software installations, etc. during work and extended hours.Job Functions & Responsibilities
- Field incoming help desk requests and incidents from end users via both telephone and e-mail in a courteous/professional manner
- Access the Footprints ticketing system to create or resolve tickets •Ability to RDP into a machine to fix an issue
- Preform password resets •Resolve any VPN access issues •Perform hands-on fixes at the desktop level, including installing and upgrading software and configuring systems and applications
- Ability to resolve computer issues (connectivity, performance), laptop issues (connectivity, performance) and printer problems (local, network)
Skills
- Minimum 4 years of demonstrated experience.
- Expertise in remote phone support.
- Exceptional written and oral communication skills.
- Strong interpersonal skills with a focus on rapport-building, listening, and questioning.
- Ability to absorb and retain information quickly.
- Capable of working independently with minimal supervision.
- Ability to sit for extended periods.
- General troubleshooting skills for various hardware (Laptops, iPads, Tablets, iPhones, Desktops, Printers).
- Proficiency in supporting software applications, including:
- Windows 10
- MS Office (2016/O365)
- MS Outlook (2013/16/O365)
- Intune & Webmail
- Cisco Jabber / Meeting Place
- Active Directory / Active Roles / Quest Password Manager
- SAP & Maximo (password unlocks/resets)
- Enterprise and departmental applications specific to NYPA.
- Periodic support for other IT groups as needed.
Education & Certifications
- Associate degree in Information Systems; 4 year college degree is preferred.
Work hours and location:
- Monday through Friday 7.5 hour work day with .5 hour unpaid lunch Paid for time worked only; there are no paid holidays, vacation, or sick days. Overtime is not permitted unless authorized in advanced.
- Contingent worker is required to badge in and out of the turnstiles located in the lobby for all daily entrances and exits.
- Candidate REQUIRED to be LOCAL to Tri-State area
Spruce Technology, Inc. is a mid-size, award-winning (Inc 5000, SmartCEO, Entrepreneur of the Year) technology services firm with a steadily growing portfolio of commercial and government clients. Spruce provides innovative technology solutions, specialized IT staff, and IT strategy consulting nationwide. Spruce maintains partnerships with major technology vendors and continually develops leading-edge offerings in service areas such as digital experience, data services, application development, infrastructure, cyber security, and IT staffing.Spruce Technology, Inc. is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Consistent with the Americans with Disabilities Act, it is the policy of Spruce Technology, Inc. to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process.