Helpdesk Support

Position Title:                          Helpdesk Support

Location:                                   Albany, NY

Grade/Classification:            3 (D1) – Para and Entry Level Professional II

Salary Range:                          $61,123 - $78,503

Bargaining Unit:                    CSEA

FLSA Status:                            Non-Exempt

Last Revised: June 30, 2022

Primary Purpose

The Helpdesk Support role is responsible for providing first level technical assistance and support related to computer systems, phones, hardware, or software’s using various IT resources. Typical user support includes password resets, desktop support, or specialized applications support. The Helpdesk Support technician may monitor computer systems and operations as assigned.

Essential Functions

• Provide effective support to PC users and first level technical assistance and support for incoming queries and issues related to computer systems, software, hardware, and network operations problems.
• Monitor help desk ticket system and help desk mailbox; triage issues as they are received.
• Monitor and update Service Desk tickets and escalate issues based on severity. Log all events and document findings and actions taken to resolve.
• Follow up with users to ensure problems were resolved successfully.
• Maintain a strong focus on the quality of service delivered, taking a 'customer care' perspective.
• Perform imaging and configuration of desktops, laptops, and tablets.
• Provide hardware, software, and peripheral installation.
• Manage user laptop, accounts, email, and mobile device setup.
• Configure and deploy DASNY issued iPhones
• Migrating user data from existing devices to new PC / phones
• Troubleshoot basic network connectivity issues.
• Employ remote tools to assist end users.
• Repair hardware as necessary and work closely with service vendors to ensure continuity of service.
• Troubleshoot software, applications installs and functionality.
• Act as a single point to contact for phone calls, emails, and self-service tickets from staff IT issues and queries; work independently and in a team environment.
• Maintain asset tracking documentation and inventories and dispose of equipment as warranted.
• Assist with project activities as the need arises (e.g., addressing conflicts of PC information between various systems such as PC anti-malware inventory and Microsoft’s SCCM system).
• Perform preventative maintenance and install upgrades.
• Recommend upgrades and changes in software and hardware to improve performance when needed.
• Perform other duties as assigned.  

Other Duties and Responsibilities

• Work closely with the Information Security Officer to identify and apply appropriate security controls for user access to business information and submit updates to the Disaster Recovery Plan when system changes occur.
• May train and evaluate employees.
• Assist with the development, documentation, and implementation of procedures.
• Assist with the assessment/development and implementation of internal controls and participate in the review and testing of same.
• Undertake special assignments as directed.
• Must maintain regular attendance in accordance with DASNY attendance and leave policies.
• Must adhere to the NYS Information Security Policy Standards established and issued by the Office of Cyber Security and Critical Infrastructure Coordination. (Standards can be found on the Intranet).   

Supervision

May supervise one or more employees.

Physical/Mental/Visual Demands

May require travel using public transportation, DASNY vehicle, rental vehicle, or personal vehicle.  This travel may include overnight stays at public accommodations and related establishments.  May require time pressure of decision-making.  May require physical mobility (movement from place to place) and exposure to heights (climbing ladders, scaffolding, etc.).  Must be able to lift up to fifty pounds.  Overtime or extended work hours may be required.

 Work Environment

Standard office environment, including the use of one or more of the following:  PC, telephone, fax machine, printer, copier, scanner, electronic stapler/hole punch/date stamp, shredder.

 Minimum Qualifications

Bachelor’s degree plus at least one year of relevant experience or Technical School or Associates degree plus four years of relevant experience or a High School diploma or equivalent plus seven years of relevant experience. Other combinations of education and experience may be considered.

 Preferred Qualifications

Bachelor's degree in Computer Science plus two years of experience in a service desk or customer support role.  Excellent phone skills, thorough knowledge and proficiency with various Windows OS's, MS Office and other Microsoft family products. Knowledge of a wide range of desktop systems software’s and applications.

 Essential Skills

• Detail-oriented.
• Excellent oral and written communications skills.
• Demonstrated analytical, conceptual, and problem-solving skills.
• Demonstrated ability to work independently and exercise sound judgment.
• Demonstrated organizational skills and ability to prioritize.
• Demonstrated able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
• Friendly presence and helpful attitude; Good interpersonal skills and ability to work well with others.

Benefits information:

DASNY provides financing and construction services to public and private universities, not-for-profit healthcare facilities, and other institutions which serve the public good.

We offer a comprehensive benefits plan, which includes:

• Choice of several health insurance plans
• Dental & vision insurance
• Membership in the NYS Retirement System
• Deferred Compensation Investment Plan
• 13 vacation days per year
• 13 sick days per year
•  5 days of personal leave per year
• 12 paid holidays per year (plus one float day)
• Tuition reimbursement
• Training & development opportunities

We offer additional benefits, which includes:

• Telecommuting Work Plan - Employees are required to apply and obtain approval through management to telecommute according to DASNY’s Telecommuting Program Guidelines. The days designated as telecommute days must be consistent with operational needs as determined by DASNY division, department and/or unit management. Employees may only telecommute on up to four (4) workdays per pay period and shall be limited to no more than two (2) contiguous telecommute workdays. Eligibility applies after 3 months of employment.
• Limited Work from Home (LWFH) – additional telecommute days according to DASNY’s Telecommuting Program Guidelines. Eligibility applies after 6 months of employment.
• DASNY is a government employer for purposes of the Public Services Loan Forgiveness Program (PSLF Program). The PSLF Program forgives the remaining balance of certain student loans after making 120 qualifying monthly payments. For more information regarding PSLF Program and whether you qualify please visit the Studentaid.gov website.