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Empire State Development · 13 hours ago

Helpdesk Services Specialist

Albany, NY

Full-time

Hybrid

Mid Level

$64K/yr - $66K/yr

4+ years exp

Empire State Development is seeking a Helpdesk Services Specialist to provide technical support to end users in a timely and courteous manner. The role involves troubleshooting hardware and software issues, maintaining helpdesk coverage, and assisting staff through various communication channels.

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+MS Office 2016+Adobe Cloud SuiteVDI knowledgeHelpdesk SolutionMac iOSKofax PDF SoftwareIOS Mobile device ApplicationsWeb-based video conferencing toolsAnalytical skillsProfessional telephone etiquetteCommunication skillsProblem-solving skillsInterpersonal skillsAttention to detail

Required

Applicants MUST submit a cover letter with resume to be considered

This position will require in-office presence

Minorities, women, and individuals with disabilities are encouraged to apply

Education level required: HS Diploma or equivalent with 5 years relevant experience

Relevant experience required: Minimum 4+ years customer service 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

Strong work ethic and attention to detail

Knowledge required: Helpdesk Solution; O365; MS Windows 10+; Mac iOS; MS Office 2016+; Adobe Cloud Suite; Kofax PDF Software; iOS Mobile device Applications & firmware; Web-based video conferencing tools; VDI knowledge a plus

MCSE Desktop Infrastructure & Windows 10 Certification; and CompTIA A+ & Network Certification