NY HELPNo

AgencyEmpire State Development, NYS

TitleHelpdesk Services Specialist

Occupational CategoryOther Professional Careers

Salary GradeNS

Bargaining UnitNone listed

Salary RangeFrom $60000 to $65000 Annually

Employment Type Full-Time

Appointment Type Permanent

Jurisdictional Class Non-competitive Class

Travel Percentage 0%

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

County Albany

Street Address 625 Broadway

City Albany

StateNY

Zip Code12245

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

BASIC FUNCTION:
Provide end users with all hardware and software technical support in a timely and courteous manner. Must also be able to identify, research, and resolve computer problems. Strong troubleshooting skills a must. Should be able to communicate clearly (written & verbal); work well under pressure and capable of prioritizing assignments.

WORK PERFORMED:
• Assisting 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 advance 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.

Minimum Qualifications HS Diploma or equivalent with 5 years’ relevant experience. Associates in Computer Science preferred. MCSE Desktop Infrastructure & Windows 10 Certification; and CompTIA A+ & Network Certification required or any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.

Minimum 4+ years’ customer service experience, including phone support in a fast-paced environment. Strong verbal and written communication; excellent analytical and problem-solving skills; ability to work.

independently remotely; a team player; professional telephone etiquette and interpersonal skills are necessary; and strong work ethic and attention to detail.

Helpdesk Solution; O365; MS Windows 10+; Mac iOS; MS Office 2016+; Adobe Cloud Suite; Kofax PDF Software; iOS Mobile device Applications & firmware; Web-based video conferencing tools; VDI knowledge a plus. Also, all other ESD supported applications.

Additional Comments Salary range as specified.
Comprehensive Benefits Package.

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

Name Joyel Abdul – Talent Acquisition Specialist

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

Notes on ApplyingExternal Candidates: Please attach cover letter and resume. To apply copy & paste URL in browser: https://bit.ly/3APr8cp

Internal Candidates: Please apply through ADP using the Myself/Talent menu and submit your cover letter and resume for consideration

WE ARE AN EQUAL OPPORTUNITY EMPLOYER COMMITTED TO DIVERSITY