Help Desk Services Specialist

Empire State Development; New York (NY); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Comprehensive Benefits Package

Job summary

Empire State Development is seeking an IT Helpdesk Specialist to provide end-user support for hardware and software, incl. remote access and mobile devices. You will handle tickets, train users, and coordinate onboarding/offboarding and moves.

Occasional travel to ESD offices is required. The role emphasizes strong communication, problem solving, and customer service in a fast-paced environment. Applicants should submit a cover letter with resume.

Qualifications

• Strong verbal and written communication.
• 4+ years customer service in a fast-paced environment.
• Ability to work independently remotely and as part of a team.
• Experience with helpdesk software and Windows/macOS environments.
• Familiarity with video conferencing tools (Zoom/WebEx).
• Willingness to train users and create SOPs.

Responsibilities

• Provide end-user hardware and software support promptly.
• Manage daily helpdesk tickets and follow-ups.
• Assist staff via phone, email, and ticketing.
• Support remote access on desktops, laptops, and mobile devices.
• Train new users and conduct orientations.
• Coordinate onboarding/offboarding and moves.
• Liaise with LAN techs and third-party vendors.
• Occasional travel to ESD offices.

Skills

Customer service

Phone support

Written communication

Analytical skills

Team player

Remote work

Tools

O365

Windows 10+

Mac/iOS

Adobe Cloud

Job description

Description

• Applicants MUST submit a cover letter with resume to be considered.
• This position will require in-office presence. Hybrid work schedules may be possible based on specific job duties and consistent with ESD policy.
• Minorities, women, and individuals with disabilities are encouraged to apply. Please contact Human Resources if you require an accommodation.

Basic Function

Provide end users with all hardware and software technical support in a timely and courteous manner; while identifying, researching, and resolving computer problems. Strong troubleshooting skills a must. Should be able to communicate clearly (written & verbal), work well under pressure and capable of prioritizing assignments.

Work Performed

• Assisting all staff via phone, email, and Helpdesk ticketing solution in a courteous and efficient matter.
• Maintain helpdesk coverage; user follow-ups; and managing daily tickets assigned.
• Maintain advanced knowledge of ESD's standardized software applications to assist in problem resolution and needs assessment.
• Support end-users with remote access on desktops/laptops and mobile devices across platforms.
• Knowledgeable in VDI (Virtual Desktop Infrastructure)
• Extensive experience with desktop hardware, software applications, operating systems, and networking connectivity (See Knowledge Required).
• Assists end-users in developing working knowledge of systems running on LAN.
• Prepare SOPs and user instructions as needed.
• Support end-users with remote access on desktops/laptops and mobile devices across platforms.
• Ability to train and conduct new-user orientations on both hardware and software as requested.
• Point person for all mobile and wireless devices including set-up, deployment, and user support.
• User support and setup of Click Share/laptops for Zoom/WebEx webinars and conferences.
• Coordinate onboarding, offboarding, moves and changes with Administrative Services as needed.
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s desktop computing environment; and liaise with third-party support and PC equipment vendors.
• Knowledgeable in VDI and assist end-users in developing working knowledge of all solutions.
• Ability to train and conduct new-user orientations on both hardware and software.
• Support all users with remote and mobile/wireless device needs.
• User support and setup of Click Share/laptops for Zoom/WebEx webinars and conferences.
• Coordinate onboarding, offboarding, moves and changes as requested by supervisor.
• Perform tasks and functions as required by manager and directors.
• Perform other tasks and services needed by the end-user community, such as lifting, moving, boxing, and unboxing of equipment.
• Occasional travel to the various ESD offices may be required.

Qualifications

Minimum Qualifications

Education level required (education required for this position): Strong verbal and written communication; excellent analytical and problem-solving skills; ability to work independently remotely; a team player; professional telephone etiquette and interpersonal skills are necessary; and strong work ethic and attention to detail.

Relevant experience required: Minimum 4+ years customer service experience, including phone support in a fast-paced environment.

Knowledge required: Helpdesk Solution; O365; MS Windows 10+; Mac iOS; MS Office 2016+; Adobe Cloud Suite; Kofax PDF Software; iOS Mobile device Applications & firmware; Web-based video conferencing tools; Microsoft Windows; Mobile Devices, VDI knowledge a plus. Also, all other ESD supported applications.

General Comments: This is an IT helpdesk support position requiring outstanding telephone etiquette; advanced computer skills; and the ability to multi-task and prioritize duties. Individuals for this role must also possess analytical and active listening skills to properly decipher user issues. Customer-friendly attitude.

Additional Comments

Salary range as specified.

Comprehensive Benefits Package.