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ID Location Skills $$ Job Type Status
13576 Albany, NY 12226 HelpDesk: ServiceNow DOE Contract OPEN
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Subject=IIT Career Site/Resume for JobID=13576 (HelpDesk: ServiceNow) in Albany NY 12226 (SJU)

Estimated Length: 24 months 8 hrs - 8 AM to 5 PM


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 Statewide Financial System (SFS) 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.
• Route issues and requests to appropriate second line of support
          - 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 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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About IIT:

Founded in 1995, IIT is a leading provider of Workforce Solutions to Government and Fortune-1000 organizations. IIT is a winner of Inc-500 award. IIT's core services include:

  • Consulting for projects / IT Outsourcing
  • IT staffing (Contract / Temporary / Contingent / Consulting)
  • Custom Workforce Solutions
  • Recruitment Process Outsourcing (RPO)
  • Headquartered in New York, IIT has over 400 consultants deployed at Client Sites. Other IIT highlights include

  • Winner of Inc-500 award 2 consecutive years
  • Winner of Ernst & Young / USPAACC Fast-50 award 2 consecutive years
  • Winner of USPAACC Top-10 Award in the Northeast US
  • IBM Business Partner
  • Oracle Business Partner
  • Adobe Business Partner
  • NYSA Member - New York Staffing Association - Regional Affiliate of ASA / American Staffing Association
  • NYS MBE certified
  • Our Consultants love working for IIT

  • Competitive compensation
  • W2 or C2C
  • Biweekly Direct Deposit for W2 Consultants
  • Visa and Green Card sponsorship opportunities for qualified individuals
  • Local contact for you to meet and talk to anytime (not someone sitting overseas in a different time zone)
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    IIT is an Equal Opportunity Employer