Help Desk Analyst

Job Summary :

This is a fast paced environment requiring advanced troubleshooting skill for first level phone support including but not limited to PC support, networking, hospital information systems, administrative information systems, decision support services and support Microsoft Office Suite. Troubleshoot and provide instruction for users on hardware / software problems and products. Identify problem source and dispatch additional support resources as required. Document all Help Desk calls received. Maintain accuracy of call database. Follow-up with users and / or second level support staff as appropriate. Determine potential causes and recommend proactive solutions for common problems. Provide users with purchasing information and new microcomputer hardware and software products.

Minimum Qualifications :

Associates degree and two (2) years computer and / or customer service experience or equivalent combination of education and experience, plus strong interpersonal communication skills and strong working knowledge of Windows 10 and MS Office required.

Preferred Qualifications :

MS Office, web browsers, e-mail systems, and networked computers / printers as well as familiarity with large networked environments, TCP / IP network protocol, Novell, and Active Directory preferred.

Work Days :

Monday-Friday, 9 : 00am-5 : 30pm

Message to Applicants :

RecruitmentOffice : Human Resources

Executive Order :

Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Governor's Office of Employee Relations at (518) 474-6988 or via email at info@goer.ny.gov.