Helpdesk Services Specialist

Empire State•Buffalo, NY

11d•Onsite

About The Position

Provide end-user support services to staff members and assist in maintaining the day-to-day technology operations at ESD. This role requires a team player who can identify, troubleshoot and resolve computer and software related issues in a timely and courteous manner. Excellent written and verbal communication skills are essential, as well as a strong focus on customer service when interacting with staff, consultants, and vendors across all levels of the organization.

Requirements

Education Level required: Associate degree in an IT related discipline with minimum of 2 years’ experience in related field; Or a HS Diploma with a minimum of 3 years’ experience; Or any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved. MCSE Desktop Infrastructure & Windows 11 Certification; and CompTIA A+ & Network Certifications are helpful.
Relevant Experience required: Minimum 3 years customer service experience, including troubleshooting and resolving user-facing hardware and software-related issues in a dynamic business environment.
Strong verbal and written communication; excellent analytical and problem-solving skills;
Proven experience in an IT user support role, with a demonstrated record of effectively troubleshooting and resolving user-facing hardware and software related issues in a dynamic business environment.
Knowledge of IT support systems, network infrastructure, computing peripherals, and basic security principles, with hands-on experience in deploying end-user computer related equipment.
Outstanding communication, and interpersonal skills, with the capacity to engage with diverse stakeholders at various organizational levels.
Analytical mindset with problem-solving capabilities and attention to detail.
Familiarity with cloud computing, virtualization, networking, and Microsoft Networks is advantageous.
Knowledgeable in Active Directory and O365; MS Windows 11; Mac OS; iOS; MS Office 2016+; Adobe Cloud Suite; Kofax PDF Software; iOS Mobile device Applications and firmware; Web-based video conferencing tools; VDI support; Familiarity with all ESD supported applications. Strong interpersonal and organizational skills.

Nice To Haves

MCSE Desktop Infrastructure & Windows 11 Certification; and CompTIA A+ & Network Certifications are helpful.
Familiarity with cloud computing, virtualization, networking, and Microsoft Networks is advantageous.

Responsibilities

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 advanced 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.
Utilize strong analytical and active listening skills to manage a high-volume, multitask-driven workload while effectively collaborating with end users at all levels of the organization.
Occasional travel to the various ESD offices may be required.
Assist with IT Disaster Recovery efforts, testing and documentation as needed.
Perform other IT related duties as directed by IT Management.