Computer Support Specialist

We are seeking a detail-oriented and technically proficient Computer Support Specialist for a contract position in Albany, NY. This role involves providing technical and administrative support for complaint management and safety check processes, including responding to inquiries from other New York State agencies, maintaining accurate complaint records, and monitoring database reports. The Computer Support Specialist will work with multiple information systems to enter, update, and track complaints, assist users with troubleshooting, and help ensure that reports of alleged abuse receive timely and appropriate follow-up. The ideal candidate will possess strong data entry skills, the ability to navigate multiple computer applications independently, and excellent organizational and problem-solving abilities. Key Responsibilities

• Receive telephone calls and correspondence from other New York State agencies regarding complaints, documenting next steps, actions taken, and outcomes.
• Independently navigate NIMRS, Concerts, and MHPD systems to complete complaint management and safety check responsibilities.
• Utilize the Verizon Virtual Contact Center to receive and manage contacts directed to Customer Relations.
• Create, enter, modify, and update complaints in the NIMRS database, ensuring information is accurate and complete.
• Monitor complaint databases and reports to help ensure timely responses and quality complaint resolution.
• Assist Field Office complaint staff with troubleshooting issues related to complaints entered into NIMRS.
• Provide technical assistance to providers and system users experiencing difficulties with safety checks in NIMRS.
• Conduct safety checks related to reported allegations of abuse and document relevant information and follow-up actions.
• Monitor and coordinate with providers to ensure safety check contacts are accurately entered into MHPD.
• Assist users with entering incident data and generating reports through the NIMRS menu.
• Maintain accurate records, track outstanding items, and follow established procedures for complaint documentation and reporting.
• Perform additional administrative, technical support, and data management duties as assigned.

• Strong computer skills and the ability to navigate multiple software applications and databases.
• Accurate and efficient data entry skills with strong attention to detail.
• Ability to monitor reports, identify outstanding items, and track information through completion.
• Strong organizational, time management, and problem-solving skills.
• Effective verbal and written communication skills.
• Ability to receive inquiries, document interactions, and record appropriate next steps and outcomes.
• Ability to troubleshoot basic system and data entry issues and provide assistance to other users.
• Ability to work independently while collaborating with agency personnel, field office staff, and service providers.
• Commitment to maintaining accurate records and handling sensitive complaint information appropriately.

Education and Certification Requirements No college degree, professional license, or certification is required for this position. Candidates should demonstrate strong computer proficiency, data entry capabilities, organizational skills, and the ability to learn and work with specialized database systems. Ideal Candidate The ideal candidate is dependable, organized, and comfortable working with multiple databases and reporting tools. They will be able to manage complaint information accurately, assist users with technical issues, monitor outstanding reports, and coordinate with agency staff and providers to support timely complaint responses and safety checks. Previous experience in data entry, computer support, database management, customer service, or administrative support would be beneficial. Position Details