Help Desk Specialist

Job Title - Help Desk Specialist

Location - 1220 Washington Avenue, Building 5, Floor 3, Albany NY 12226

Duration - 24+ months (Possible Extension)

Shifts: Mon - Fri between the hours of 8:00 am and 5:00 pm.

Knowledge, Skills, & Abilities:

• 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

• 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.

Basic Duties(training is provided on-site):

• 1st Level Support for Help Desk and Security Incidents

• 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.

• 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