Job Location : Albany,NY, USA
The Helpdesk Support candidate is expected to begin work initially on-site to ensure all training requirements are completed. Once the team members confidence in the job and overall reliability is confirmed, candidates can apply for a schedule that includes at least 50% on-site work. If remote work is approved, equipment will be provided. Candidate will have to provide their own internet connection and phone.
Preferred Level of Education:
High School graduate with some college; computer science related degree is preferred
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
Basic Duties (training is provided on-site):
Answer calls and e-mail messages as they come in to the 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 Systems 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
Benefits:
For information and details on employment benefits offered with this position, please visit here
. Should you have any questions/concerns, please contact our HR Department via our secure
websiteCalifornia Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here
Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.
If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department
Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).
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