Computer Support Specialists

• Shifts:Mon - Fri between the hours of 8:00 am and 5:30 pm. Total of 40 hours weekly; overtime availability is rare. NYS Holiday work may be required.

Work Schedule:The candidate is expected to begin work initially on-site to ensure all training requirements are completed. Once the team member’s confidence in the job and overall reliability is confirmed, candidates can apply for a schedule that includes at least 50% on-site work.

If remote work is approved, equipment will be provided. Candidate will have to provide their own internet connection and phone. Remote work will need to be performed from an approved alternate work location. Candidates may be required to report to the SFS office location on scheduled telecommuting work days, depending on business operational needs., * 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.

• Experience with ServiceNow or other ticket or case management software is a plus

• 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

• MS SharePoint knowledge is desirable

• Ability to write non-technical correspondence, communicate in writing.

• Ability to run SQL scripts or queries is a plus

Preferred Level of Education:

• High School graduate with some college; computer science related degree is preferred.