StateJobsNY

NY HELPNo

AgencyEmpire State Development, NYS

TitleHelp Desk Services Specialist

Occupational CategoryOther Professional Careers

Salary GradeNS

Bargaining UnitNone listed

Salary RangeFrom $47041 to $56500 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 633 Third Avenue

City New York

StateNY

Zip Code10017

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.

Name Shawn Bryant

Telephone N/A

Fax N/A

Email Address resumes@esd.ny.gov

Address

Street 633 Third Avenue

City New York

State NY

Zip Code 10017

Notes on Applyingplease announce job title in subject line of email and list source of recruitment.