Role : Mid-Level Desktop Support
Location : Albany, New York
Duration : 24 Months
Client : NY State
$ 46/ Hourly/ C2C
HBITS# : HBITS-02-10972
Description
This position is for L2 Support of the Health Commerce System to assist in triaging and handling complex application entitlements; escalated manager tickets/calls for 6,000+ DOH staff, 410,000+ external DOH users, and supporting 250+ applications.
Duties
- To respond to Level 2 Help Desk requests using e-mail messages, ticket updates and support for the medical community including physicians, surgeons, Administrators, etc.
- Handle one on one resolution to application complications like Multi Factor Authentication.
- Investigate fraud or violation of Health Commerce security issues.
- Review/Modify Security compliance policy and procedure.
- Monitoring of ITSM queues when time permits.
- Document the steps performed when troubleshooting the issue and assist the user with resolution using existing procedures and documentation.
- Installation of application specific software.
- Create and maintain SharePoint pages.
- Develop training materials for new employees and external users.
- Backup unit Supervisor
Mandatory Requirements
- Works in the field of Information Technology, experienced in the usage and support of a collection of development platforms, technical architectures or business applications and products that run on those platforms - beyond that of a Programmer.
- Experience (4+ Years)
Requirements
- 36 Months experience on Helpdesk duties, taking calls and dealing with customers.
- 36 Months experience of reviewing and enforcement of Security compliance policy and procedure.
- 36 months experience documenting/writing training materials.
- 36 Months developing and delivering employee training materials.
- 36 Months experience troubleshooting access issues/permissions, individual accounts, hardware, and applications.
- 36 Months in a Supervisory role.
- 36 months experience lifting up to 50 lbs. of equipment and running cable over and under furniture.
- Associate degree
Please Note: Due to high volume of calls, I may miss your call, *Email is the better way to reach me*
Thanks
Madhav
Sr Technical Recruiter,
Email – Madhav.n@sligosoft.com ,
518 444 0459 X 113 (O) | 518 444 0457(fax)
Sligo Software Solutions Inc.
NYS and NYC MBE Certified Company.
www.sligosoft.com