JR. HELPDESK SERVICES SPECIALIST

Company: Empire State
Location: Albany
Posted on: October 3, 2024

Job Description:

* Applicants MUST submit a cover letter with resume to be considered.

* This position will require in-office presence. Hybrid work schedules may be possible based on specific job duties and consistent with ESD policy.

* Minorities, women, and individuals with disabilities are encouraged to apply. Please contact

Human Resources if you require an accommodation.

BASIC FUNCTION:

Provide end users with all hardware and software technical support in a timely and courteous manner. Must also be able to identify, research, and resolve computer problems. Strong troubleshooting skills a must. Should be able to communicate clearly (written & verbal), work well under pressure and capable of prioritizing assignments.

WORK PERFORMED:

• Assisting all staff via phone, email, and Helpdesk ticketing solution in a courteous and efficient manner.
• Maintain helpdesk coverage; user follow-ups; and managing daily tickets assigned.
• Help support end-users with remote access on desktops/laptops and mobile devices across platforms.
• Assist end-users in developing working knowledge of systems running on LAN.
• Point person for all mobile and wireless devices including set-up, deployment, and user support.
• User support and setup of Click Share/laptops for Zoom/WebEx webinars and conferences.
• Help with onboarding, offboarding, moves and changes with Administrative Services as needed.
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company's desktop computing environment; and liaise with third-party support and PC equipment vendors when necessary.
• Perform tasks and functions as required by supervisor.
• Perform other tasks and services needed by the end-user community, such as lifting, moving, boxing, and unboxing of equipment.
• Occasional travel to the various ESD offices may be required. MINIMUM REQUIREMENTS:
  • HS Diploma or equivalent with 1-3 years' relevant experience or substitute Associates or BA in Computer Science preferred Or, any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved. MCSE Desktop Infrastructure & Windows 10 Certification; and CompTIA A+ & Network Certification preferred.
  • Minimum 1+ years' customer service-related experience, including phone support in a fast-paced environment. Strong verbal and written communication; excellent analytical and problem-solving skills; ability to work independently remotely; a team player; professional telephone etiquette and interpersonal skills are necessary; and strong work ethic and attention to detail.
    
    APPROXIMATE HIRING SALARY: $58,000 to $61,800 (w/ comprehensive benefits package)
    
    External Candidates: Please attach cover letter and resume. To apply copy & paste URL in browser: https://bit.ly/3APr8cp
    
    Internal Candidates: Please apply through ADP using the Myself/Talent menu and submit your cover
    
    letter and resume for consideration
    
    WE ARE AN EQUAL OPPORTUNITY EMPLOYER COMMITTED TO DIVERSITY

Keywords: Empire State, Albany , JR. HELPDESK SERVICES SPECIALIST, Other , Albany, New York