Agency Empire State Development, NYS

　　Title Helpdesk Services Specialist

　　Occupational Category Other Professional Careers

　　Salary Grade NS

　　Bargaining Unit APSU-Agency Police Services Unit (PBAofNYS)

　　Salary Range From $55000 to $60000 Annually

　　Employment Type Full-Time

　　Appointment Type Permanent

　　Jurisdictional Class Non-competitive Class

　　Travel Percentage 0%

　　Workweek Mon-Fri

　　Hours Per Week 37.5

　　Workday

　　From 9 AM

　　To 5:30 PM

　　Flextime allowed? No

　　Mandatory overtime? No

　　Compressed workweek allowed? No

　　Telecommuting allowed? Yes

　　County New York

　　Street Address 633 Third Avenue

　　City New York

　　State NY

　　Zip Code 10017

　　Minimum Qualifications • HS Diploma or equivalent with 5 years’ relevant experience. Associates in Computer Science preferred. MCSE Desktop Infrastructure & Windows 10 Certification; and CompTIA A+ & Network Certification 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; and strong work ethic and attention to detail.• 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. Also, all other ESD supported applications.

　　Duties Description Applicants MUST submit a cover letter with resume to be considered.Position expected to work onsite and hybrid consistent with New York State.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.• 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.

　　Some positions may require additional credentials or a background check to verify your identity.

　　Name Joyel Abdul, Talent and Acquisition Specialist, Human Resources Department

　　Telephone N/A

　　Fax N/A

　　Email Address [email protected]

　　Address

　　Street 633 Third Avenue

　　City New York

　　State NY

　　Zip Code 10017

　　Notes on Applying External Candidates: Please attach cover letter and resume. To apply copy & paste URL in browser: https://bit.ly/3APr8cpInternal Candidates: Please apply through ADP using the Myself/Talent menu and submit your cover letter and resume for considerationWE ARE AN EQUAL OPPORTUNITY EMPLOYER COMMITTED TO DIVERSITY