IT Help Desk Specialist — Frontline Tech Support

Coordinated Care Alliance Ny; Town of Clifton Park (NY); On-site; USD 34,000 - 37,000; Full time

Job summary

Coordinated Care Alliance Ny in Clifton Park, NY seeks an IT Solution Center Associate to provide end-user and technical support across CCANY and the CCO’s. This role handles initial response, ticket creation, and aims for first-call resolution, serving both remote and on-site users with excellent service.

A minimum of a high school diploma and 2 years' experience is required; in-person work four days a week is expected, with travel as needed.

Qualifications

• High School diploma is required.

Responsibilities

• Provide timely responses to all phone calls, emails, and self-service requests for technical assistance.
• Create tickets, resolve issues striving for first-call resolution, work collaboratively with other IT members to resolve customer requests.
• Provide exceptional customer service to a remote workforce.
• Identify areas driving help desk call volume and work with team members to develop solutions to mitigate issues.
• Develop customer facing guidance on new/existing technology.
• Participate in orientation to introduce new employees to technology.
• Provide on-call technical support on a rotational basis.
• Perform data-entry tasks as needed.
• Maintains confidentiality.
• Performs other duties, as assigned.
• Must possess a valid Driver’s License from New York, or a contiguous state ... .

Skills

Verbal communication

Written communication

Listening skills

Interpersonal skills

Customer service

Problem solving

Education

High School diploma

Associate or Bachelor degree

Tools

Windows OS

MS Office 365

Adobe Acrobat

Outlook

OneDrive

RingCentral

Job description

Coordinated Care Alliance Ny in Clifton Park, NY seeks an IT Solution Center Associate to provide end-user and technical support across CCANY and the CCO’s. This role handles initial response, ticket creation, and aims for first-call resolution, serving both remote and on-site users with excellent service.

A minimum of a high school diploma and 2 years' experience is required; in-person work four days a week is expected, with travel as needed.