Job Description:
Shifts: Mon - Fri between the hours of 8:00 am and 5:30 pm. Total of 40 hours weekly; overtime
availability is rare. NYS Holiday work may be required.
Work Schedule: The candidate is expected to begin work initially on-site to ensure all training
requirements are completed. Once the team member’s confidence in the job and overall reliability is
confirmed, candidates can apply for a schedule that includes at least 50% on-site work.
If remote work is approved, equipment will be provided. Candidate will have to provide their own
internet connection and phone. Remote work will need to be performed from an approved alternate
work location. Candidates may be required to report to the SFS office location on scheduled
telecommuting work days, depending on business operational needs.
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.
Ability to run SQL scripts or queries is a plus
Preferred Level of Education:
High School graduate with some college; computer science related degree is preferred.
Page 2 of 2
Basic Duties (training is provided on-site):
1st Level Support for Help Desk and Security Incidents
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
PLEASE FORWARD YOUR RESUME WITH ALL CONTACT DETAILS ASAP TO [email protected]
ALSO CONFIRM THE RATES IN YOUR EMAIL