StateJobsNY

NY HELPNo

AgencyEmpire State Development, NYS

TitleSenior Helpdesk Service Specialist

Occupational CategoryOther Professional Careers

Salary GradeNS

Bargaining UnitNone listed

Salary RangeFrom $69000 to $69000 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? Yes

County New York

Street Address 633 Third Avenue

City New York

StateNY

Zip Code10017

Minimum Qualifications Education level required: 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.

Relevant experience required: 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.

Knowledge required: O365; MS Windows 10+; iOS Mobile device Applications & firmware/Mac iOS; MS Office 2016+; Zendesk Solution; 8x8 Admin Console; Active Directory; Adobe Cloud Suite; Nasdaq Director’s Desk Solution; Kofax PDF Software; Web-based video conferencing tools; VDI and all other ESD supported applications.

General Comments: This is an IT helpdesk support position requiring outstanding telephone etiquette; advance 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.

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.

Duties Description BASIC FUNCTION:
Works closely with Assistant Director collaborating on several aspects of the day-to-day operations of ESD Helpdesk team. Provide end users with Tier 2+ technical support in a timely and courteous manner. Strong troubleshooting.


WORK PERFORMED:
Candidate should be able to communicate clearly both in written & verbal form; capable of prioritizing, multitasking and works well under pressure in a team driven environment.
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 advance knowledge of ESD's standardized software applications to assist in problem resolution and needs assessment.
• Assist with processing MDM/Wireless Devices for onboarding and offboarding employees.
• Set-up, deploy, support, including invoice reconciliation.
• Assists in the installation, configuration, troubleshooting and support of computer hardware and software.
• VDI (Virtual Desktop Infrastructure) Administration.
• Change passwords in Active Directory.
• Manage reporting tools for Zendesk & 8X8 VOIP Admin Console.
• Prep, manage and maintain equipment for Board meetings. Knowledge of Nasdaq Director’s Desk.
• Assist on special IT project initiatives and management.
• 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, including new-user orientations, and hardware orientations when necessary.
• 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 Assistant Director.
• 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.

Additional Comments Position expected to work onsite and/or remote consistent with NYS and ESD guidelines and needs.

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

Name Jane Martinez, Talent and Acquisition Specialist – Human Resources Dept.

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 ApplyingExternal Candidates: to apply copy and paste URL in browser: https://bit.ly/3APr8cp

Internal Candidates: Please apply through ADP through the Myself/Talent menu

WE ARE AN EQUAL OPPORTUNITY EMPLOYER COMMITTED TO DIVERSITY