Helpdesk Services Specialist

State of New York•Albany, NY

45d•$64,000 - $65,508•Onsite

About The Position

This position will require in-office presence. Hybrid work schedules may be possible based on specific job duties and consistent with ESD policy. Minorities, women, and individuals with disabilities are encouraged to apply. Please contact Human Resources if you require an accommodation. BASIC FUNCTION: Provide end users with all hardware and software technical support in a timely and courteous manner. Must also be able to identify, research, and resolve computer problems. Strong troubleshooting skills a must. Should be able to communicate clearly (written & verbal); work well under pressure and capable of prioritizing assignments. WORK PERFORMED: Assisting 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. 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). Assist end-users in developing working knowledge of systems running on LAN. 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 supervisor. 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.

Requirements

Applicants MUST submit a cover letter with resume to be considered.
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: Helpdesk Solution; O365; MS Windows 10+; Mac iOS; MS Office 2016+; Adobe Cloud Suite; Kofax PDF Software; iOS Mobile device Applications & firmware; Web-based video conferencing tools; VDI knowledge a plus. Also, all other ESD supported applications.

Nice To Haves

Associates in Computer Science preferred.
VDI knowledge a plus.

Responsibilities

Assisting 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.
Support end-users with remote access on desktops/laptops and mobile devices across platforms.
Assist end-users in developing working knowledge of systems running on LAN.
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 supervisor.
Perform other tasks and services needed by the end-user community, such as lifting, moving, boxing, and unboxing of equipment.