Computer Support Specialists - 25833

Shifts: Monday – Friday between 8:00 am and 5:30 pm (40 hours weekly). Overtime is rare; occasional NYS holiday work may be required.

Schedule

Initial training is on-site. After reliability is confirmed, candidates may apply for a hybrid schedule requiring at least 50 % on-site presence. Remote work—from an approved location—requires a personal internet connection and phone; equipment is provided. Business needs may require on-site reporting on scheduled telecommuting days.

Responsibilities

• Provide 1st-level Help Desk and Security Incident support for the Statewide Financial System (SFS).
• Answer incoming calls and emails, documenting all issues and requests during the initial contact.
• Analyze user issues, leverage system knowledge and knowledge-base resources to resolve questions.
• Maintain working knowledge of SFS navigation, procedures, and processing requirements; assist users with system access, navigation, and reports.
• Escalate issues to second-level support when necessary.
• Coordinate with the Help Desk supervisor to ensure coverage during business hours.
• Learn and use Help Desk core tools and software; develop base knowledge of supported products.
• Participate in training, workgroups, and agency meetings.

Requirements

• High school diploma; some college preferred; computer-science related degree is a plus.
• Strong knowledge of MS Windows, MS Outlook, MS Office (especially Excel and Word).
• Familiarity with basic accounting principles.
• Excellent written and verbal communication skills; ability to draft non-technical correspondence.
• Proven ability to work well in a team, multi-task, and set priorities.
• Reliable, trustworthy, and detail-oriented.
• Experience with ServiceNow or other ticket/case-management software is desirable.
• MS SharePoint knowledge is a plus.
• Ability to run SQL scripts or queries is a plus.