Computer Support Specialist

Titles : Computer Support Specialists

Duration : Contract

Location : Albany, NY (12226)

Shift Timings : Monday Friday (between the hours of 8 : 00 am and 5 : 30 pm)

Pay : USD 20 / hr USD 24 / hr

Position summary :

The Help Desk Support Representative provides first-level technical assistance and customer service for the Statewide Financial System (SFS). This role involves responding to calls and emails, documenting and troubleshooting user issues, and assisting with system navigation and access. Training is provided, and the position requires effective communication, problem-solving, and coordination with second-level support when necessary.

Key Responsibilities :

• Experience with ServiceNow or other ticket or case management software is a plus.
• 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.
• 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.
• Coordinate schedule with Help Desk supervisor to ensure coverage during established business hours

Education :

High School graduate with some college; computer science related degree is preferred.

Skills :