Help Desk Technician (NY HELPS) #2027-112

About the role

The Help Desk Technician serves as the primary point of contact for employees needing technical repair and troubleshooting assistance, providing prescribed support via telephone for routine issues, logging calls in the department’s support tracking system, diagnosing hardware/software or peripheral problems, handling multi‑line telephone traffic, and occasionally working on‑site at user locations under the general direction of Network and Systems Technicians.

Responsibilities

• Act as the primary contact with employees regarding repair and troubleshooting.
• Provide prescribed technical assistance to users via telephone for routine problems.
• Enter calls into the department support call tracking database/system.
• Troubleshoot technical support requests to determine if the issue stems from hardware, software, or peripheral equipment.
• Answer multiple‑line telephone while performing duties.
• Perform duties out of the office at user‑specific locations as needed.
• Carry out related work as required.

Location: Northeastern Regional Information Center – North Country

Application deadline: The posting will remain open until the position is filled.