IT Service Desk Technician

Our goal is to solve problems and deliver results for our clients. At Cloud and Things, you can be a part of transforming the public sector’s IT environment. Our team is on the forefront of helping to solve the government's most complex IT challenges. If you are seeking a role that offers the opportunity to work on rewarding projects, consider a career with Cloud and Things. 

*This is an exempt position. Salary commensurate with experience*

Overview:
Location: Albany, NY
Salary: $48,000 - $58,000

We are seeking a IT Service Desk Technician who will support our client by providing high-quality service desk support, consultation, and technical escalation across four physical locations. This role will help strengthen end-user support operations, maintain systems and servers related to service desk functions, and support continuous process improvement initiatives across IT. The ideal candidate has proven experience supporting diverse users remotely and in person across multiple locations, with the ability to serve as a senior escalation point for other technicians.

Duties:

• Team escalation point for difficult break/fix issues
• Manage documentation for environment specific break/fix and make sure that new solutions are documented
• Work with the training department to develop classes, tip sheets and Knowledge Base pages that the end-users can utilize to further their own training with deployed services and systems.
• Collaborate with technical engineers to identify and resolve complex issues
• Identify and escalate critical issues to management
• Communicate directly with application and service reps to solve problems with solutions deployed
• Manage new projects and technology deployments
• Research and develop new/bleeding edge solutions throughout the year
• Provide support for new technology implementations by testing software and installing updates
• Stay on top of in-place technology as it develops and monitor outages and possible improvements
• Participate in end user training sessions to ensure that users can use new technologies effectively
• Team escalation for all support issues
• Experience providing courteous end user support and White Glove VIP support
• SME for multiple systems
• Support end users via telephone, email, ticketing system and in-person
• Support approved applications including but not limited to Office 365, Windows, Salesforce, SharePoint, Webex, Jira,
• Assist users with booking, setting up, configuring and launching Webinars
• Assist users with A/V equipment and issues in the conference rooms
• Research, configure, deploy and support all computing hardware in use including laptops, desktops, Chromebooks, mobile devices, and be knowledgeable in their use and support.
• 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 licenses needed to operate software are acquired and maintained, and coordinate with vendors and management to procure more when necessary.
  

Mandatory Qualifications:

• Associates degree or combination of experience and education
• 5+ years of experience as a Senior Service Desk Technician
• 5+ years of demonstrated experience with IT Service Management (ITSM) practices
• Knowledge of networking technologies and how end users interact with them
• Strong knowledge supporting the Windows operating system
• Working knowledge of IP addressing, DHCP, DNS and other core networking concepts
• Experience working with external vendors and maintaining vendor client relationships
• Computing hardware deployment and imaging
• Strong troubleshooting skills
• Skilled in Root Cause Analysis
• Knowledge of Active Directory support
• Ability to work within a team as well as independently
• Strong knowledge of VMware based virtual desktops, implementation and support
• Experience with a help desk ticketing system
• Experience with asset management
• Experience with mobile device management
• Ability to lift 50 pounds to desk height
  

Desirable Qualifications:

• 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
  

Cloud and Things complies with all applicable federal, state, and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other category protected by applicable federal, state, or local laws.

AI-Assisted Resume Evaluation Notice
Cloud and Things – Talent Management

Notice to Candidates
Cloud and Things utilizes artificial intelligence (AI) tools to assist our recruiting team in evaluating candidate applications for streamlining; consistency, efficiency, and thoroughness. All hiring decisions are ultimately made by our human recruiting professionals.

How AI Is Used
Our AI tools assist by:

• Analyzing resumes against job requirements
• Supporting our recruiters in candidate data evaluation
• Ensuring consistent review standards across all applications

Important: AI serves as a support tool only. As noted above, all candidate selection and hiring decisions are made by experienced human recruiters. Your unedited resume will be processed by our AI tools as part of this evaluation.

Your Data and Privacy

Cloud and Things Data Handling:

• Your information is processed securely and used exclusively for recruitment purposes
• Cloud and Things may store your resume in our Applicant Tracking System (ATS) indefinitely for future job matching opportunities
  • You may opt out of long-term ATS storage by emailing your name and your request to opt out of storing your resume in the ATS to: [email protected]
• All personal information is handled confidentially in accordance with our privacy policy
  

AI Tool Data Processing:

• AI processing data is retained for a maximum of 90 days, after which it is deleted
• All data sent to AI tools is encrypted in transit and at rest
• AI tools comply with applicable privacy laws including GDPR and CCPA
• Personal data is anonymized or minimized wherever possible during AI processing
  

Your Participation
By submitting your application, you acknowledge this notice and consent to AI-assisted evaluation as part of our recruitment process. You may opt out only by choosing not to submit your resume for consideration.