Help Desk Services Specialist

Duties 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.

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.

Some positions may require additional credentials or a background check to verify your identity.

Name Alfred Robinson - Recruiter

Telephone N/A

Fax N/A

Email Address

Address

Street 5 Grand Central East

(formally 655 Third Avenue, New York, NY 10017)

City New York

State NY

Zip Code 10017

Notes on Applying External Candidates: Please attach cover letter and resume. To apply copy & paste URL in browser:

Internal Candidates: Please apply through ADP using the Myself/Talent menu and submit your cover letter and resume for consideration

WE ARE AN EQUAL OPPORTUNITY EMPLOYER COMMITTED TO DIVERSITY