Computer Support Specialists
About The Position
Provides first-level Help Desk support by responding to user inquiries, documenting and troubleshooting system issues, assisting with system navigation and access, and escalating complex requests to ensure timely resolution and efficient service operations. Cogent Infotech is a leading tech consulting firm headquartered in Pittsburgh, PA, offering cutting-edge digital transformation solutions in Cloud, Cybersecurity, Data Analytics and AI. ISO-certified and CMMI Level 3 appraised, we proudly partner with 70+ Fortune 500 companies and 150+ government agencies. Cogent is an equal opportunity employer and does not discriminate based on any protected status under applicable law.
Requirements
- Strong MS Windows, MS Outlook, and MS Office knowledge particularly in MS Excel and MS Word.
- Knowledge of basic accounting principles.
- Excellent communication skills.
- Works well with others, reliable and trustworthy, ability to multi-task and set priorities.
- Ability to write non-technical correspondence, communicate in writing.
Nice To Haves
- Experience with ServiceNow or other ticket or case management software is a plus.
- MS SharePoint knowledge is desirable.
- Ability to run SQL scripts or queries is a plus.
Responsibilities
- 1st Level Support for Help Desk and Security Incidents.
- Answer calls and e-mail messages as they come in to the Statewide Financial System (SFS) Help Desk.
- Accurately document all issues and requests during the initial call.
- Analyze user issues and questions.
- Leverage system knowledge and use knowledge base resources to pinpoint resolution and answers for users.
- Establish and maintain a working knowledge of the Statewide Financial System’s navigation, procedures, and processing requirements - Support users in the use of the system including, but not limited to, navigation, access, and reports.
- If required, route issues and requests to appropriate second line of support.
- Coordinate schedule with Help Desk supervisor to ensure coverage during established business hours.
- Learn to use Help Desk core tools and software to assist users when needed and obtain a base knowledge in the core products supported by the Help Desk.
- Participate in appropriate training, workgroups and agency meetings.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
