Technical Specialist Level III - IT
4 days ago
Orangeburg
Job Description JOB DESCRIPTION: This individual will serve as the help desk and the "hands-on" senior desktop technician for NKI 400 user network. JOB DUTIES: • Supervise, organize, and manage all Helpdesk operations and resources, • Lead, mentor, and coordinate Helpdesk staff, including ticket assignment, prioritization, and escalation management, • Provide senior-level, hands-on desktop and end-user support for over 400 users, including researchers, laboratory staff, and administrative personnel, • Deliver high-touch, responsive support to demanding end users in a fast-paced, mission-critical research environment, • Manage the full user account lifecycle, including provisioning, access modifications, and decommissioning, • Log, track, and manage support requests received via email and phone using established ticketing workflows, • Configure, deploy, and support all end-user computing devices, including desktops, laptops, and peripherals, • Diagnose and resolve hardware, software, and operating system issues; perform minor hardware repairs and upgrades in-house, • Support specialized scientific, statistical, and analytical software used in laboratory and research workflows, ensuring minimal disruption to active research, • Identify opportunities for automation and process improvement to increase efficiency, consistency, and service quality, • Utilize IT service management and automation tools (e.g., Jira, Ansible, Puppet) to streamline support operations and endpoint configuration while maintaining system stability, • Develop and maintain scripts and automation tools (e.g., PowerShell and other scripting languages) to support endpoint provisioning, configuration standardization, user onboarding/offboarding, and routine operational tasks, • Maintain accurate inventories of hardware and software assets, • Monitor and enforce desktop security standards and acceptable-use policies, • Support and administer enterprise tools and platforms, including: JOB QUALIFICATIONS: Minimum Qualifications: • Bachelor's degree, or Associate degree with a minimum of two (2) years of professional desktop support experience, • Demonstrated supervisory or team-lead experience with sound judgment and decision-making skills, • Proven ability to rapidly diagnose technical issues and determine appropriate resolution or escalation paths, • Experience supporting demanding end users in research, laboratory, healthcare, academic, or similarly complex technical environments, • Familiarity with IT service management (ITSM) platforms such as Jira for ticket tracking, workflow management, and reporting, • Working knowledge of configuration management and automation tools such as Ansible and Puppet, and their application in maintaining consistent endpoint configurations, • Experience developing and maintaining scripts using PowerShell and/or other scripting languages to automate desktop support and operational workflows, • Familiarity with web-filtering technologies and enterprise VPN solutions, • Experience installing, configuring, and supporting SPSS, SAS, and related analytical or research software Preferred Qualifications: Experience with Cisco/Fortinet networking equipment from 201F and up. Background Investigation/Justice Center Review Requirements: Prospective appointees will be: 1) Checked against the Staff Exclusion List (SEL) maintained by the Justice Center for the Protection of People with Special Needs. Prospective employees whose names appear on the SEL as having been found responsible for serious or repeated acts of abuse or neglect will be barred from appointment. 2) Screened against the Statewide Central Register of Child Abuse and Maltreatment (SCR). Prospective employees whose names are indicated on the SCR may be barred from appointment. *The Research Foundation is a private not-for-profit corporation and is not an agency or instrumentality of the State of New York. Employees of the Research Foundation are not state employees, do not participate in any state retirement system, and do not receive state fringe benefits. Excellent Benefits Package. Affirmative Action/Equal Opportunity Employer - Disabled/Veteran, 41 CFR 60-741.5(a) and 41 CFR 60-300.5(a) compliant. Applications will only be accepted through website at: - Click on Employment Opportunities. Applications will be accepted only during the posting dates as listed at the top of the job announcement. Questions regarding this position please email: Job Posted by ApplicantPro