BF - Computer Support Specialists_24339 - Knowledge Builders : Job Details

BF - Computer Support Specialists_24339

+ Full-time

+ 1220 Washington Ave, Albany, NY, 12226

+

+ 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

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