IIT Jobs Database - Help Desk (4 POS) Job Opening in Albany NY

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ID	Location	Skills	$$	Job Type	Status
14232	Albany, NY 12226	Help Desk (4 POS)	DOE	Contract	OPEN
If you are unable to click on links above to submit resume, you may email your resume to *jobs@iit-inc.com* *Subject=*IIT Career Site/Resume for JobID=14232 (Help Desk (4 POS)) in Albany NY 12226 (SJU)
Estimated Length: 24 months 8 hrs - 8 AM to 5 PM Requirements Knowledge, Skills, & Abilities: • Experience with ServiceNow or other ticket or case management software is a plus • Strong MS Windows, MS Outlook, and MS Office knowledge particularly in MS Excel and MS Word • Knowledge of basic accounting principles • Excellent communication skills • Works well with others • Reliable and trustworthy • Ability to multi-task and set priorities • MS SharePoint knowledge is desirable • Ability to write non-technical correspondence, communicate in writing Basic Duties • Answer calls and e-mail messages as they come in to the client Help Desk • Accurately document all issues and requests during the initial call • Analyze user issues and questions. Leverage system knowledge and use knowledge base resources to pinpoint resolution and answers for users. • Establish and maintain a working knowledge of the Statewide Financial System’s navigation, procedures, and processing requirements - Support users in the use of the system including, but not limited to, navigation, access, and reports. • If required, route issues and requests to appropriate second line of support • Coordinate schedule with Help Desk supervisor to ensure coverage during established business hours. • Learn to use Help Desk core tools and software to assist users when needed and obtain a base knowledge in the core products supported by the Help Desk • Participate in appropriate training, workgroups and agency meetings • Perform operation tasks: - Password resets in various test and production environments - User provisioning in various test and production environments - 1st Level Support for Help Desk and Security Incidents

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