Review Vacancy
AgencyEmpire State Development, NYS
TitleHelp Desk Services Specialist
Occupational CategoryOther Professional Careers
Salary RangeFrom $47041 to $56500 Annually
Minimum Qualifications Education Level required: College degree preferred; Microsoft certification or A+ certification desirable.
Relevant experience required: Minimum two years customer service experience, including phone support in a fast-paced environment and proven experience as a helpdesk technician. Ability to work independently and prioritize is important.
Knowledge required: Working knowledge of Windows/IOS systems, MS Office and various software environments, 7/10 & MS Office 2010/2016 VDI, video conferencing and tablets/mobile devices. Effective problem-solving, attention to detail, customer service and team interaction. Strong understanding of computer systems, mobile devices, printers and videoconferencing. Ability to diagnose and resolve technical issues
Duties Description BASIC FUNCTION:
Provide computer-related support services in a timely and courteous manner. This position requires a team player with strong troubleshooting and organizational skills. The applicant must demonstrate the ability to multi-task, and work under pressure in a fast-paced environment.
WORK PERFORMED:
• Help Desk telephone coverage; communicate with end-user community in person, by phone, and through emails.
• Installation, configuration, troubleshooting and support of computer and Virtual Desktop Infrastructure (VDI) hardware and software; including new printer set ups and imaging of computers and laptops.
• Diagnose and troubleshoot thoroughly to isolate and determine appropriate solutions as needed.
• Manage assignments ad work orders through ESD Target Process Helpdesk ticketing solution.
• Assist end-users in developing working knowledge of systems running on the LAN, including new-user network, hardware and software orientations.
• Write manuals, SOPs and instruction sets as required.
• Maintain advanced knowledge of ESD’s standardized software applications to assist in problem resolution.
• Communicate daily with team and managers; maintain proper tracking of work orders and incident resolution for reference and management reporting.
• Support end-users with remote access on desktops/laptops and mobile devices across platforms.
• Knowledge and support of wireless device configuration and troubleshoot of Apple, Android, and others as needed.
• Communicate with outside technical and service support for problem resolution.
• Assist with video teleconferencing, webcasts and telecommunication needs, as well as equipment setup for meetings and events.
• Coordinate office set-ups with Administrative Services staff, as well as assist new users with equipment set up and ad hoc computer equipment moves as needed.
• Perform other tasks and functions as required by supervisor and IT management to service the needs of the end-user community; such as lifting, moving, boxing and unboxing of equipment.
• Occasional travel to the various ESD offices may be required.
Some positions may require additional credentials or a background check to verify your identity.