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Computer Support Specialists

Location : Albany, NY
Job Type : Temp/Contract
Reference Code : AS:FY2122:SFS01:13692
Start Date : 12/06/2021
End Date : 12/05/2023
Hours : Full Time
Travel : No
Relocation : No

Job Description :

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


Basic Duties


• 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.
• Route issues and requests to appropriate second line of support
- 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 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


 


Required Qualifications :
 
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