Help Desk I

Albany Housing Authority•Albany, NY

2d•$0 - $47,191•Onsite

About The Position

This position involves responsibility in providing Help Desk support, including monitoring network issues to ensure a timely resolution. The incumbent must also perform desktop hardware repairs and assists in the configuration of end-user PC desktop hardware, software, and peripherals. Other responsibilities include researching technical issues, providing PC and Software orientation to new employees, and answering staff questions pertaining to hardware and software. Work is performed under the supervision of the Director of Information Technology.

Requirements

Good knowledge of personal computers and office equipment
Good knowledge of information technology help desk procedures, processes, and practices
Good knowledge of the principles and practices of providing effective and timely customer support
Good knowledge of Windows-based software and applications
Working knowledge of data communication networks
Ability to guide staff in the use of computers and various software packages
Ability to establish effective working relationships with others
Ability to problem-solve computer related problems
Ability to comprehend oral and written technical information
Ability to communicate clearly both orally and in writing
Initiative, tact, and patience
Good judgment
Resourcefulness
Reliability
Physical condition commensurate with the demands of the position
Graduation from a regionally accredited or New York State registered college or one accredited by the NYS Board of Regents to grant degrees with an Associate’s Degree or higher in Information Technology OR Successful completion of fifteen (15) credit hours in Management Information Systems, Computer Science, Information Resources Management, Information Technology, or a closely related field offered by a technical training institute, college or a corporate training program and one (1) year of work experience in information technology help-desk management and customer support; OR An equivalent combination of training and experience
A valid NYS Driver’s License is required at the time of appointment and for the duration of employment
Travel to different AHA locations across the city of Albany will be required with mileage reimbursed

Nice To Haves

Coursework in the use of specific programs such as WORD, EXCEL or ACCESS, data entry, and A-Plus is not acceptable.

Responsibilities

Provides Help Desk support to end users on a variety of issues
Documents, tracks and monitors the problem to ensure a timely resolution
Follows all documented Help Desk standards and procedures
Answers staff questions in person, via phone, and/or email on Housing Authority supported hardware and software
Troubleshoots and determines computer problems (hardware, software, user access, etc.)
Assists with setting up equipment for meetings, public engagements, groundbreaking ceremonies, trainings, etc.
Identifies, researches, and resolves technical problems relating to responsibilities
Escalates issues to the appropriate parties as needed to ensure the most efficient and expedient means to problem resolution
Assists in the configuration of end-user PC desktop hardware, software, and peripherals
Supports computer labs
Coordinates timely repair of PC computer equipment, printers, etc. covered by third-party maintenance agreement
Performs desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements
Provides PC and Software orientation to new staff
Participates in team projects as required
Documentation of trouble issues, devices, contracts, etc.
Assists with records management
Performs related work as required