What are the responsibilities and job description for the Help Desk Specialist position at info-jini?
Title: Help Desk Specialist
Location:Albany, NY, 12226(onsite)
Duration: 2 years contract
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
Job Type: Contract
Pay: $25.00 per hour
Schedule:
- Monday to Friday
- Morning shift
Work Location: In person
Salary : $25
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