What are the responsibilities and job description for the IT Helpdesk Services Specialist position at Empire State?
*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. Must also be able to identify, research, and resolve 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 manner.
- Maintain helpdesk coverage; user follow-ups; and managing daily tickets assigned.
- Maintain advance 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).
- Assist end-users in developing working knowledge of systems running on LAN.
- Prepare SOPs and user instructions as needed.
- 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 when necessary.
- Perform tasks and functions as required by supervisor.
- 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:
HS Diploma or equivalent with 5 years’ relevant experience. Associates in Computer Science preferred. MCSE Desktop Infrastructure & Windows 10 Certification; and CompTIA A & Network Certification required or any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.
Minimum 4 years’ customer service experience, including phone support in a fast-paced environment. 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.
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; VDI knowledge a plus. Also, all other ESD supported applications.
