Computer Support Specialists

11 hours ago

Albany, New York, United States Penda Aiken, Inc. Full time $45,000 - $65,000 per year
Help Desk and Security Incident Support
Basic Duties
  • Provide first-level support for Help Desk and security incidents.
  • Answer incoming calls and email messages directed to the Help Desk.
  • Accurately document all issues and requests during the initial contact.
  • Analyze user issues and questions, using system knowledge and knowledge base resources to identify resolutions and provide answers.
  • Establish and maintain a working familiarity with navigation, procedures, and processing requirements.
  • Support users in system usage, including navigation, access, and reporting.
  • Route issues and requests to the appropriate second line of support when necessary.
  • Coordinate with Help Desk supervisors to ensure coverage during established business hours.
  • Learn to use Help Desk core tools and software to assist users, and obtain a foundational understanding of core products supported by the Help Desk.
  • Participate in relevant training sessions, workgroups, and agency meetings.

Knowledge, Skills, & Abilities:

  • Experience with ServiceNow or other ticket or case management software is a plus

  • Strong knowledge of MS Windows, MS Outlook, and MS Office, with particular expertise in MS Excel and MS Word

  • Familiarity with basic accounting principles
  • Excellent written and verbal communication skills
  • Ability to work effectively with others
  • Reliable and trustworthy with a strong work ethic
  • Ability to multi-task and set priorities in a fast-paced environment
  • MS SharePoint knowledge is desirable
  • Ability to write clear, non-technical correspondence and communicate effectively in writing
  • Ability to run SQL scripts or queries is a plus
  • Preferred Level of Education: High school graduate with some college; a computer science-related degree is preferred

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