BF - Computer Support Specialists24339
Full-time
1220 Washington Ave, Albany, NY, 12226
Knowledge, Skills, & Abilities:
Experience with ServiceNow or other ticket or case management software is a plus
Strong MS Windows, MS Outlook, and MS Office knowledge particularly in MS Excel and MS Word
Knowledge of basic accounting principles
Excellent communication skills
Works well with others
Reliable and trustworthy
Ability to multi-task and set priorities
MS SharePoint knowledge is desirable
Ability to write non-technical correspondence, communicate in writing
Preferred Level of Education:
High School graduate with some college; computer science related degree is preferred.
Basic Duties (training is provided on-site):
Answer calls and e-mail messages as they come in to the Statewide Financial System (SFS) Help Desk
Accurately document all issues and requests during the initial call
Analyze user issues and questions. Leverage system knowledge and use knowledge base resources to pinpoint resolution and answers for users.
Establish and maintain a working knowledge of the Statewide Financial System’s navigation, procedures, and processing requirements - Support users in the use of the system including, but not limited to, navigation, access, and reports.
If required, route issues and requests to appropriate second line of support
Coordinate schedule with Help Desk supervisor to ensure coverage during established business hours.
Learn to use Help Desk core tools and software to assist users when needed and obtain a base knowledge in the core products supported by the Help Desk
Participate in appropriate training, workgroups and agency meetings
Perform operation tasks: - Password resets in various test and production environments - User provisioning in various test and production environments - 1st Level Support for Help Desk and Security Incidents
Click to Apply (https://evoportalus.tracker-rms.com/KnowledgeBuilders/apply?jobcode=16623)