Senior Service Desk Technician

Title: Senior Service Desk Technician

Location: Albany, NY (Onsite)

Duration: 12 months contract

Note: This position requires onsite work with travel (<25%).

About Cogent Infotech

At Cogent Infotech, we believe in creating opportunities that empower individuals and transform organizations. With over 23 years of excellence in consulting and talent solutions, we pride ourselves on building inclusive workplaces and driving innovation in everything we do. Our diverse teams bring unique perspectives to help deliver cutting-edge solutions to global clients across both public and private sectors.

Position Summary

The Senior Service Desk contractor will be a senior member of a team responsible for the organization’s service desk and is responsible for delivering exceptional service and consultation to a wide variety of users across four physical locations as well as being a main point of escalation for the other technicians on the team, in addition to maintaining and developing Continuous Process Improvement initiatives for the service desk and IT as a whole.

The successful candidate will have a proven track record of service and support to a wide range of users across multiple locations remotely and in person as well as experience managing systems and servers related to end-user support. Occasional travel within NYS is required.

Key Responsibilities

• Team escalation point for difficult break/fix issues
• Manage documentation for environment specific break/fix and make sure that new solutions are documented

o 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 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

o Research and develop new/bleeding edge solutions throughout the year

o Provide support for new technology implementations by testing software and installing updates

o Stay on top of in-place technology as it develops and monitor outages and possible improvements

o 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 that the licenses needed to operate its approved software and coordinate with vendors and management to procure more when necessary.

Required Qualifications and Skills

• 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
• Excellent communication skills, written and verbal
• Experience with a help desk ticketing system
• Ability to lift 50 pounds to desk height
• Experience with asset management
• Experience with mobile device management

Preferred skills/experience:

• 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

Equal Opportunity & Inclusion Statement

Cogent Infotech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels welcome and valued. We encourage applications from individuals of all backgrounds, identities, abilities, and experiences. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply

Application Process

Please submit your resume and a short cover letter through our online portal. Our process includes an initial resume review, a virtual interview, and a short technical assessment. If you need accommodations, feel free to inform us—we are happy to assist.

Join Us

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