Helpdesk Support

DASNY•City of Albany, NY

5d•$61,123 - $78,503•Onsite

About The Position

The Helpdesk Support role is responsible for providing first level technical assistance and support related to computer systems, phones, hardware, or software’s using various IT resources. Typical user support includes password resets, desktop support, or specialized applications support. The Helpdesk Support technician may monitor computer systems and operations as assigned.

Requirements

Bachelor’s degree plus at least one year of relevant experience or Technical School or Associates degree plus four years of relevant experience or a High School diploma or equivalent plus seven years of relevant experience. Other combinations of education and experience may be considered.
Detail-oriented.
Excellent oral and written communications skills.
Demonstrated analytical, conceptual, and problem-solving skills.
Demonstrated ability to work independently and exercise sound judgment.
Demonstrated organizational skills and ability to prioritize.
Demonstrated able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
Friendly presence and helpful attitude; Good interpersonal skills and ability to work well with others.

Nice To Haves

Bachelor's degree in Computer Science plus two years of experience in a service desk or customer support role.
Excellent phone skills, thorough knowledge and proficiency with various Windows OS's, MS Office and other Microsoft family products.
Knowledge of a wide range of desktop systems software’s and applications.

Responsibilities

Provide effective support to PC users and first level technical assistance and support for incoming queries and issues related to computer systems, software, hardware, and network operations problems.
Monitor help desk ticket system and help desk mailbox; triage issues as they are received.
Monitor and update Service Desk tickets and escalate issues based on severity. Log all events and document findings and actions taken to resolve.
Follow up with users to ensure problems were resolved successfully.
Maintain a strong focus on the quality of service delivered, taking a 'customer care' perspective.
Perform imaging and configuration of desktops, laptops, and tablets.
Provide hardware, software, and peripheral installation.
Manage user laptop, accounts, email, and mobile device setup.
Configure and deploy DASNY issued iPhones
Migrating user data from existing devices to new PC / phones
Troubleshoot basic network connectivity issues.
Employ remote tools to assist end users.
Repair hardware as necessary and work closely with service vendors to ensure continuity of service.
Troubleshoot software, applications installs and functionality.
Act as a single point to contact for phone calls, emails, and self-service tickets from staff IT issues and queries; work independently and in a team environment.
Maintain asset tracking documentation and inventories and dispose of equipment as warranted.
Assist with project activities as the need arises (e.g., addressing conflicts of PC information between various systems such as PC anti-malware inventory and Microsoft’s SCCM system).
Perform preventative maintenance and install upgrades.
Recommend upgrades and changes in software and hardware to improve performance when needed.
Perform other duties as assigned.
Work closely with the Information Security Officer to identify and apply appropriate security controls for user access to business information and submit updates to the Disaster Recovery Plan when system changes occur.
May train and evaluate employees.
Assist with the development, documentation, and implementation of procedures.
Assist with the assessment/development and implementation of internal controls and participate in the review and testing of same.
Undertake special assignments as directed.
Must maintain regular attendance in accordance with DASNY attendance and leave policies.
Must adhere to the NYS Information Security Policy Standards established and issued by the Office of Cyber Security and Critical Infrastructure Coordination. (Standards can be found on the Intranet).