Help Desk Technician

We are seeking a Computer Support Specialist to provide first-level Help Desk support for the department This is an excellent opportunity for candidates looking to build their IT support career while working in a collaborative, customer-focused environment. Training will be provided on-site.

The ideal candidate is customer-oriented, detail-focused, and comfortable troubleshooting technical issues while delivering excellent service via phone and email.

Responsibilities

• Provide first-level Help Desk support for user requests and security-related incidents.
• Answer incoming phone calls and email requests from system users.
• Accurately document incidents, requests, and resolutions using the Help Desk ticketing system.
• Troubleshoot user issues and utilize knowledge base resources to identify appropriate solutions.
• Assist users with system navigation, account access, reports, and general application support.
• Escalate complex issues to second-level support teams when necessary.
• Develop and maintain knowledge of the Statewide Financial System (SFS), business processes, and support procedures.
• Learn and utilize Help Desk tools and supported applications.
• Coordinate with the Help Desk Supervisor to ensure adequate support coverage during business hours.
• Participate in team meetings, training sessions, and continuous learning opportunities.

• High school diploma or equivalent required; some college coursework preferred.
• Computer Science, Information Technology, Information Systems, or related education is a plus.
• Strong knowledge of Microsoft Windows, Outlook, Microsoft Word, and Microsoft Excel.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Ability to multitask, prioritize, and work effectively in a team environment.
• Reliable, dependable, and detail-oriented., * Experience with ServiceNow or another Help Desk/ticket management system.
• Knowledge of Microsoft SharePoint.
• Basic understanding of accounting principles.
• Experience writing SQL queries or running SQL scripts.
• Previous Help Desk, Technical Support, Service Desk, Desktop Support, or Customer Support experience is a plus., * This position requires a background check. Would you be comfortable undergoing one?
• How many years of Help Desk, IT Support, or Technical Support experience do you have?
• Do you have experience using a Help Desk or ticketing system (e.g., ServiceNow, Jira, Zendesk, Remedy, Freshservice)?
• Rate your proficiency with Microsoft Windows and Microsoft Office (Outlook, Excel, Word).
• What is your highest completed level of education?

Work Location: Hybrid remote in Albany, NY 12226

4.34.3 out of 5 stars Albany, NY 12226 Hybrid work $18 - $24 an hour - Temporary, Contract