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Empire State Development · 2 months ago

Helpdesk Services Specialist

Albany, NY, US

Full-time

Hybrid

Mid Level

$64K/yr - $65K/yr

4+ years exp

Empire State Development is a government agency focused on economic development in New York. They are seeking a Helpdesk Services Specialist to provide technical support to end users, troubleshoot hardware and software issues, and maintain helpdesk coverage. The role requires strong communication skills and the ability to work under pressure while managing daily tickets.

Business DevelopmentGovernmentTraining

Responsibilities

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

Maintain advance knowledge of ESD's standardized software applications to assist in problem resolution and needs assessment

Support end-users with remote access on desktops/laptops and mobile devices across platforms

Knowledgeable in VDI (Virtual Desktop Infrastructure)

Extensive experience with desktop hardware, software applications, operating systems, and networking connectivity (See Knowledge Required)

Assist end-users in developing working knowledge of systems running on LAN

Prepare SOPs and user instructions as needed

Ability to train and conduct new-user orientations on both hardware and software as requested

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

Coordinate 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

Qualification

MCSE Desktop InfrastructureCompTIA A+ CertificationNetwork CertificationO365MS Windows 10+Mac iOSMS Office 2016+Adobe Cloud SuiteKofax PDF SoftwareVDI knowledgeHelpdesk SolutionWeb-based video conferencing toolsIOS Mobile device ApplicationsTroubleshooting skillsAnalytical skillsProfessional telephone etiquetteProblem-solving skillsInterpersonal skillsAttention to detail