Computer Support Specialists

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Job description

Job Title Computer Support Specialists

Duration: 24 months

Location: Albany, NY (Hybrid)

Job ID: (phone number removed)

Shifts: Mon - Fri between the hours of 8:00 am and 5:00 pm. Total of 40 hours weekly; overtime availability is rare. NYS Vacation 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 operations needs.

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

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 Preferred Level of Education:

High School graduate with some college; computer science related degree is preferred. Basic Duties (training is provided on-site):

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

1st Level Support for Help Desk and Security Incidents

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