*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 REQUIREMENTS:
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.
APPROXIMATE HIRING SALARY: $65,000 to $70,000 (w/ comprehensive benefits package)
Alfred Robinson – Recruiter
External Candidates: Please attach cover letter and resume. To apply copy & paste URL in browser: https://bit.ly/3APr8cp
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
Skills Required
- Strong verbal and written communication skills
- Excellent analytical and problem-solving skills
- Ability to work independently remotely
- Ability to work as a team player
- Professional telephone etiquette and interpersonal skills
- Strong work ethic and attention to detail
- Minimum 4+ years of customer service experience, including phone support in a fast-paced environment
- Experience with helpdesk solutions
- Knowledge of O365
- Knowledge of Microsoft Windows 10 or newer
- Knowledge of macOS and iOS mobile devices
- Knowledge of Microsoft Office 2016 or newer
- Knowledge of Adobe Creative Cloud
- Knowledge of Kofax PDF software
- Knowledge of iOS mobile device applications and firmware
- Knowledge of web-based video conferencing tools
- VDI knowledge
- Cover letter submitted with resume
What We Do
Empire State Development (ESD) is New York’s chief economic development agency. The mission of Empire State Development is to promote a vigorous and growing state economy, encourage business investment and job creation, and support diverse, prosperous local economies across New York State through the efficient use of loans, grants, tax credits, real estate development, marketing and other forms of assistance. ESD also oversees the marketing of “I LOVE NY,” the State’s iconic tourism brand (www.iloveny.com) & NYLovesFim New York State's Film, TV & Commercial Incentives (www.nylovesfilm.com) Empire State Development is the parent organization of the New York State Department of Economic Development & the Empire State Development Corporation. For more information on Empire State Development, visit www.esd.ny.gov.
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