The position of Help Desk Specialist is a competitive Schenectady County Civil Service position. Candidates must be reachable on the current Civil Service List. If list is not available, this will be a provisional appointment and the successful candidate must take the SCCSC exam and be reachable. The Help Desk Specialist provides day-to-day consultation, training, instruction, trouble-shooting and communication to the personal computer user for hardware, software, network and related computer systems and peripheral devices; ensures their operation for individuals and groups of computer users; at times installs and configures systems; maintains hardware and software inventory and assist with acquisitions. The position is directly supervised by the Director of Technology Services. Does related work as required.

　　ASSIGNMENT: Districtwide; 12 months per year

　　TYPICAL WORK ACTIVITIES: • Collects information from the department requesting computer support to determine current operation and identifying the basic requirements; • Provide first level support for incoming technical support issues (in person, via email or over the phone) related to computer systems, hardware and software; • Troubleshoot, document issues appropriately route issues which need next level support; • Following up with users to ensure full resolution of issues; • Assistance with purchasing, working with vendors and filing necessary paperwork; • Conduct hands-on inventory of computer systems; • Responds to user problems and questions on system and software operational problems.

　　Job Qualifications

　　QUALIFICATIONS: FULL PERFORMANCE KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS: • Basic knowledge of computer networking and working knowledge of computer operating systems (Windows 7, 8, 10, OS X); • Working knowledge of computer productivity applications (MS Office, Google Apps, etc.); • Excellent verbal and written communication skills; • Excellent interpersonal skills in order to work with both technical and nontechnical personnel at various levels in the organization, including computer technicians, administrators as well as students, staff and faculty; • Ability to work on a team and to establish and maintain effective working relationships.

　　MINIMUM QUALIFICATIONS:

　　A. Graduation from a New York State registered or regionally accredited college or university with an Associate’s degree and one (1) year experience in Information Technology or a closely related field OR B. Graduation from high school or possession of a high school equivalency diploma and two (2) years of experience in Information Technology or a closely related field OR C. An equivalent combination of training and experience as defined by the limits of (A) and (B).

　　Position Start Date:02/12/2024

　　Application Deadline:02/09/2024

　　Civil Service Title: Help Desk Specialist

　　Job Number: 23-060 Repost 2