Position Information

NY HELPNo

AgencyEmpire State Development, NYS

TitleHelpdesk Service Specialist

Occupational CategoryOther Professional Careers

Salary GradeNS

Bargaining UnitNone listed

Salary RangeFrom $64000 to $65000 Annually

Employment Type Full-Time

Appointment Type Permanent

Jurisdictional Class Non-competitive Class

Travel Percentage 0%

Schedule

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 9 AM

To 5:30 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? No

Location

County Albany

Street Address 625 Broadway

City Albany

StateNY

Zip Code12245

Job Specifics

Duties Description *Applicants MUST submit a cover letter with resume to be considered.
*This position will require in-office presence. Hybrid work schedules may be possible based on specific job duties and consistent with ESD policy.
*Minorities, women, and individuals with disabilities are encouraged to apply. Please contact Human Resources if you require an accommodation.

BASIC FUNCTION:
Provide end-user support services to staff members and assist in maintaining the day-to-day technology operations at ESD. This role requires a team player who can identify, troubleshoot and resolve computer and software related issues in a timely and courteous manner. Excellent written and verbal communication skills are essential, as well as a strong focus on customer service when interacting with staff, consultants, and vendors across all levels of the organization.

WORK PERFORMED:
• Assist all staff via phone, email, and Helpdesk ticketing solution in a courteous and efficient manner.
• Maintain helpdesk coverage; user follow-ups; and managing daily tickets assigned.
• Maintain advanced knowledge of ESD's standardized software applications to assist in problem resolution and needs assessment.
• Support end-users with remote access on desktops/laptops and mobile devices across platforms.
• Knowledgeable in VDI (Virtual Desktop Infrastructure)
• Extensive experience with desktop hardware, software applications, operating systems, and networking connectivity (See Knowledge Required).
• Assist end-users in developing working knowledge of systems running on LAN.
• Prepare SOPs and user instructions as needed.
• Ability to train and conduct new-user orientations on both hardware and software as requested.
• Point person for all mobile and wireless devices including set-up, deployment, and user support.
• User support and setup of Click Share/laptops for Zoom/Webex webinars and conferences.
• Coordinate onboarding, offboarding, moves and changes with Administrative Services as needed.
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s desktop computing environment; and liaise with third-party support and PC equipment vendors when necessary.
• Perform tasks and functions as required by supervisor.
• Perform other tasks and services needed by the end-user community, such as lifting, moving, boxing, and unboxing of equipment.
• Occasional travel to the various ESD offices may be required.
• Assist with IT Disaster Recovery efforts, testing and documentation as needed.
• Perform other IT related duties as directed by IT Management.

Minimum Qualifications • Proven experience in an IT user support role, with a demonstrated record of effectively troubleshooting and resolving user-facing hardware and software related issues in a dynamic business environment.
• Knowledge of IT support systems, network infrastructure, computing peripherals, and basic security principles, with hands-on experience in deploying end-user computer related equipment.
• Outstanding communication, and interpersonal skills, with the capacity to engage with diverse stakeholders at various organizational levels.
• Analytical mindset with problem-solving capabilities and attention to detail.
• Familiarity with cloud computing, virtualization, networking, and Microsoft Networks is advantageous.
Education Level required: Associate degree in an IT related discipline with minimum of 2 years’ experience in related field; Or a HS Diploma with a minimum of 3 years’ experience; Or, any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved. MCSE Desktop Infrastructure & Windows 11 Certification; and CompTIA A+ & Network Certifications are helpful.

Knowledge required: Knowledgeable in Active Directory and O365; MS Windows 11; Mac OS; iOS; MS Office 2016+; Adobe Cloud Suite; Kofax PDF Software; iOS Mobile device Applications and firmware; Web-based video conferencing tools; VDI support; Familiarity with all ESD supported applications. Strong interpersonal and organizational skills.

Employee Relations: Role requires analytical and active listening skills; as well as the ability to multi-task and manage daily workload. Must work with end users at all levels of the organization.

Additional Comments Salary range as specified.
Comprehensive Benefits Package.

Some positions may require additional credentials or a background check to verify your identity.

How to Apply

Name Amalia Shifrin – Director, Human Resources

Telephone N/A

Fax N/A

Email Address resumes@esd.ny.gov

Address

Street 655 Third Avenue

City New York

State NY

Zip Code 10017