NY HELPNo

AgencyEmpire State Development, NYS

TitleHelp Desk Services Specialist

Occupational CategoryOther Professional Careers

Salary GradeNS

Bargaining UnitNone listed

Salary RangeFrom $65000 to $70000 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 New York

Street Address 5 Grand Central East

(formally 655 Third Avenue, New York, NY 10017)

City New York

StateNY

Zip Code10017

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 users with all hardware and software technical support in a timely and courteous manner; while identifying, researching, and resolving 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 matter.
• 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).
• Assists end-users in developing working knowledge of systems running on LAN.
• Prepare SOPs and user instructions as needed.
• Support end-users with remote access on desktops/laptops and mobile devices across platforms.
• 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.
• Knowledgeable in VDI and assist end-users in developing working knowledge of all solutions.
• Ability to train and conduct new-user orientations on both hardware and software.
• Support all users with remote and mobile/wireless device needs.
• User support and setup of Click Share/laptops for Zoom/WebEx webinars and conferences.
• Coordinate onboarding, offboarding, moves and changes as requested by supervisor.
• Perform tasks and functions as required by manager and directors.
• 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 Education level required (education required for this position): 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.

Relevant experience required: Minimum 4+ years customer service experience, including phone support in a fast-paced environment.

Knowledge required: 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; Microsoft Windows; Mobile Devices, VDI knowledge a plus. Also, all other ESD supported applications.

General Comments: This is an IT helpdesk support position requiring outstanding telephone etiquette; advanced computer skills; and the ability to multi-task and prioritize duties. Individuals for this role must also possess analytical and active listening skills to properly decipher user issues. Customer-friendly attitude.

Additional Comments Salary range as specified.
Comprehensive Benefits Package.

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

Name Alfred Robinson – Recruiter

Telephone N/A

Fax N/A

Email Address resumes@esd.ny.gov

Address

Street 5 Grand Central East

(formally 655 Third Avenue, New York, NY 10017)

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