Job: Help Desk Technical Support ‘NY State Job (HBITS 2118)

Title Help Desk Technical Support ‘NY State Job (HBITS 2118)
Start Date 2015-02-18
Location US-NY-Albany
Job Information

Position Description/Responsibilities:

Join a world leader in IT metrics and productivity! Computer Aid, Inc.  (CAI) is a full service Information Technology outsourcing firm with more than 30 years of experience and a world leader in IT measurement and IT productivity.


Computer Aid, Inc. is looking for a Junior Level Help Desk Technical Support Specialist with 1-3 years of experience!   Duration 24 months.
This position comes to us from our NY State contract for Hourly Based Information Technology Services and is located in Albany, NY.  Albany is in the beautiful upstate region of NY, which is only a few hours from Boston, New York City, Montreal, and the spectacular mountains of the Adirondacks.



Consider applying today as time is limited on this and other positions like it for the state of NY.


Respond with your updated resume to be considered and read all the details listed here as the State contract is very specific concerning experience level and skills.



Position Requirements/Technical Skills:


Project Scope- duties of position


Daily Tasks will include but are not limited to the following:

  • To professionally and courteously answer Service Desk calls/e-mail messages as they come in ensuring that the Automated Call Distribution (ACD) telecommunication system is properly staffed and monitored.
  • Use Footprints providing first level technical support for approximately 60,000 DOCCS users; opening, updating and closing Service Desk Tickets.
  • Accurately document the details of the user request or issue, document the diagnostic steps performed when troubleshooting the issue and assist the user with resolution using existing procedures and documentation.
  • Acts as single point of contact for all users of NYS DOCCS and directs questions and report problems regarding services and products.
  • Communicates with users to report scheduled downtimes or other types of issues where users should be notified.
  • To use Service Desk core tools (remote control and Active Directory) to assist users when needed and obtain a base knowledge in the core products supported by the Service Desk.
  • Provide support and basic information for MS Office Products (Work PowerPoint, Excel, and Outlook) as well as Microsoft Exchange Hosted Archive.
  • Provide support and limited assistance on how to use Internet Explorer, MS Outlook, Badge Builder, Timekeeping, Commissary, Mainframe, Portal, LATS and other various applications.
  • Provide password resets for NetAdmin, mainframe, NYSDS accounts and additional other programs and applications.
  • Create articles in the Sharepoint Knowledgebase to help resolve future problems more efficiently and effectively.
  • The service desk will provide basic troubleshooting support for standardized hardware. Supported hardware consists of: computers; thin clients; laptops; printers; scanners; etc.
  • Provide basic troubleshooting for datacom, Telecom and server issues.
  • Provide basic troubleshooting for permission issues as well as training issues.



Junior Level 

You must be a Junior Help Desk Technical Support Specialist with documented employment experience of 1-3 years (12-36 months).


–  You must experience in the usage and support of a collection of development platforms, technical architectures, or business applications and products that run on those platforms, beyond that of a Programmer.




PART B:   Requested Desirable  Qualifications:  The numbered qualifications below are not mandatory, but candidates should meet or exceed in duration and skill set target asked for, at least 4 of numbers 1 through 8.

  1. Minimum of 12 months experience providing Level 1 telephone technical support working at an enterprise level Help Desk.
  2. Minimum of 12 months experience using a Service Desk/Help Desk ticket tracking system such as Footprints in an enterprise environment.
  3. Minimum of 12 months experience supporting Windows XP or Windows 7 clients in an enterprise LAN (including wireless) environment.
  4. Minimum of 12 months experience supporting Office 2007 products (Word, PowerPoint, Excel, Access, & Outlook) or higher.
  5. Minimum of 12 months experience using password reset utilities such as Active Directory and IBM Mainframe.
  6. Minimum of 12 months experience using an ACD telephone system in an enterprise environment.
  7. Minimum of 12 months experience using remote control products such as Alteris Remote Control to resolve customer problems.
  8. Minimum of 12 months experience providing Level 1 telephone technical support for network printers, and MFP devices including scanning.


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