Helpdesk Services Specialist Tier I
Empire State
- Location
- Hybrid (New York, New York)
- Compensation
- $65k - $70k/yr
- Employment
- Full-time
- Level
- Mid Level
About the Role
Empire State Development, New York’s chief economic development agency, is seeking a Helpdesk Services Specialist to provide technical support for hardware, software, and mobile devices. The role ensures efficient operation of the desktop computing environment and supports end-users across the organization.
Skills
Benefits
- Comprehensive benefits package
Perks
- Hybrid work
Full job details
*Applicants MUST submit a cover letter with resume to be considered.
*This position will require in-office presence. Hybrid work schedules may be possible based on specific job duties and consistent with ESD policy.
*Minorities, women, and individuals with disabilities are encouraged to apply. Please contact Human Resources if you require an accommodation.
BASIC FUNCTION:
Provide end users with all hardware and software technical support in a timely and courteous manner; while identifying, researching, and resolving 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 matter.
- Maintain helpdesk coverage; user follow-ups; and managing daily tickets assigned.
- Maintain advanced 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).
- Assists end-users in developing working knowledge of systems running on LAN.
- Prepare SOPs and user instructions as needed.
- Support end-users with remote access on desktops/laptops and mobile devices across platforms.
- 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.
- Knowledgeable in VDI and assist end-users in developing working knowledge of all solutions.
- Ability to train and conduct new-user orientations on both hardware and software.
- Support all users with remote and mobile/wireless device needs.
- User support and setup of Click Share/laptops for Zoom/WebEx webinars and conferences.
- Coordinate onboarding, offboarding, moves and changes as requested by supervisor.
- Perform tasks and functions as required by manager and directors.
- 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.
MINIMUM REQUIREMENTS:
Education level required (education required for this position): 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.
Relevant experience required: Minimum 4+ years customer service experience, including phone support in a fast-paced environment.
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; Microsoft Windows; Mobile Devices, VDI knowledge a plus. Also, all other ESD supported applications.
General Comments: This is an IT helpdesk support position requiring outstanding telephone etiquette; advanced computer skills; and the ability to multi-task and prioritize duties. Individuals for this role must also possess analytical and active listening skills to properly decipher user issues. Customer-friendly attitude.
APPROXIMATE HIRING SALARY: $65,000 to $70,000 (w/ comprehensive benefits package)
INQUIRE
Alfred Robinson – Recruiter
External Candidates: Please attach cover letter and resume. To apply copy & paste URL in browser: https://bit.ly/3APr8cp
Internal Candidates: Please apply through ADP using the Myself/Talent menu and submit your cover letter and resume for consideration
WE ARE AN EQUAL OPPORTUNITY EMPLOYER COMMITTED TO DIVERSITY