Certified Desktop Support Technicians

MANDATORY SKILLS
candidates must meet all the requirements below to be considered for the Certified Information Security Professionalposition.

• Minimum of three (3) years’ experience supporting Windows desktop clients
  (XP/Windows 7)
• At least one(1) of the following certifications is required:
  • Certified Desktop Support Technician (MSDST)
  • A+ Certified
• Possess strong analytical and troubleshooting skills.
• Experience with Windows desktop and user profiles setup.
• Experience setting up and troubleshooting printer issues.
• Knowledge of Active Directory user/security group administration.
• Knowledge of Office 2007/2010
• Excellent interpersonal skills including problem resolution and customer service.
• A minimum of 8 years full time experience in Microsoft development for large-scale enterprise systems.
• A minimum of 5 years full time experience in developing systems using MS Dynamics
• A minimum of 8 years full time experience designing and developing solutions with Visual Studio .NET , ADO.NET Data Sets, ASP.NET Master Pages, MVC, Crystal Reports, SQL Reporting Services, HTML5, JavaScript, SQL Server, Transact-SQL, and Web Services.
• Ability to design and implement an efficient and technically sound architecture
• Extensive experience with database design
• Excellent oral and written communication skills
• Extensive experience in Agile development methodology
• Solid knowledge of testing tools and techniques.
• Must be a team player who works well with technical and non-technical resources.
• The ability to see tasks through to completion with minimal guidance.

PREFFERED EXPERIENCE

• Support users in an environment running Windows 7 on Citrix virtual desktops.
• Experience with SCCM, WSUS
• Understanding of a variety of additional programming languages, architectures, and standards (e.g., Scribe, BizTalk, Mobile architecture, service oriented architecture).

ASSUMPTIONS REGARDING CONSULTANT TASKS AND DELIVERABLES
The Certified Desktop Support Technician shall provide desktop support services to NYCERS for the day-to-day operation of the Help Desk. The following descriptions and deliverables shall apply:

• Role:
  • Work with other members of the Help Desk
  • Respond to user requestsfor desktop support
  • Work within an environment governed by Change Management Procedures and Policies, a Configuration Management Database, and Incident/Problem Management Processes.
• Objective:
  • Ongoing Help Desk support as detailed by the duties listed above.
• Deliverables. The Information Security Professional is responsible for the following:
  • Complete the Information Security Operations and IT Standards documentation.
  • Standardize and document the agency Enterprise Risk Management plan.
  • Identify critical assets, risk owners, remediation strategies and document in the agency risk register..
  • Execute and certify the Enterprise Risk Management Program.
  • Create an executive dashboard for reporting metrics, Key Risk Indicators and Key Performance Indicators foridentified critical business systems using a SIEM solution.

Duties will include:

• Respond to user phone calls and service requests.
• Independently identifying and troubleshoot user issues.
• Collaborate with other infrastructure units to resolve problems.
• Document problem resolutions and share with the other members of the Help Desk team.
• Perform software installs and patching on a monthly basis.
• Interface directly with users on all levels.
• The Certified Desktop Support Technician must be available to work a minimum of 35 hours per week. Work after business hours and on weekend may be required from time
  to time.
• Develop a complex case management system using Microsoft Dynamics.
• Work closely with project manager, senior developer, and other project team members.
• Create technical documentation.
• Accept direction from senior technical staff.
• Design entities, relationships, forms, workflows, views and reports in MS dynamics.

SCOPE OF SERVICES:

• Design and develop new features and enhanced functionality for a mission critical case management system that supports multiple NYC agencies.
• Design entities, relationships, forms, workflows, views and reports in MS dynamics.
• Custom programming to accommodate client requests.
• Effectively communicate with management, finding optimal solutions to open issues quickly.
• Create technical design documentation.
• Participate in code implementation.
• Work closely with project manager and business analyst to turn business requirements into technologic solutions.
• Quickly identify and troubleshoot production issues.
• Work with NYC Analytics team to design and implement integration solutions with various systems on other city agencies and vendors.