Service Desk Specialist 1 - NY - Public Partnerships : Job Details

This role is hybrid. Looking for candidates that reside local to Albany, NY Public Partnerships LLC (PPL) helps people with disabilities, chronic illnesses, or other long-term health conditions stay at home and self-direct their care. Known as consumer direction in New York, this long-term care model empowers people to take control of who provides their services and where. PPL was selected to be the Statewide Fiscal Intermediary for the New York Consumer Directed Personal Assistance Program (CDPAP) starting in 2025. We, along with a diverse alliance of service partners across the state, will be supporting the delivery of culturally sensitive and disability competent care to CDPAP participants. We are looking for people who share our passion for helping New Yorkers live happy, healthy, and independent lives to support CDPAP consumers and their personal assistants across a broad spectrum of services and functions. Our culture attracts and rewards people who are compassionate, results-oriented, and driven to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, consumer-focused environment, and who want to make a difference in helping transform the lives of the people we serve. Learn more about PPL and CDPAP at Duties & Responsibilities: • Provides excellent customer service to all customers. • Fields incoming help requests from end users via a variety of intakes. • Documents all pertinent end user identification information, including name, department, contact information, and nature of request or incident. • Records, tracks, and documents the Incidents and requests in the ticketing tool. Ensures all successful and unsuccessful decisions made, and actions taken, through to final resolution have been captured in the ticket. • Accesses software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution. • Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. • Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. • Evaluates documented resolutions and analyzes trends for ways to prevent future problems. • Identifies and escalates critical incidents. • Participates in an afterhours on-call rotation. • Other duties as assigned. Required Skills: • Strong written and oral communication skills. • Interpersonal skills, with a focus on rapport-building, listening, and questioning skills. • Strong documentation skills. • Ability to absorb and retain information quickly. • Experience supporting VOIP telecom devices. • Basic knowledge of switches and network devices. • Ability to present ideas in user-friendly language. • Highly self-motivated and directed. • Keen attention to detail. • Analytical and problem-solving abilities. • Ability to prioritize and execute tasks in a high-pressure environment. Qualifications: Education: HS Diploma or equivalent required Experience: Relevant Work Experience required Certification: Relevant Certification is a plus Working Conditions: Remote or Office setting Public Partnerships is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PPL, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PPL will not tolerate discrimination or harassment based on any of these characteristics.