About NYCREATES:

NY Creates is a leading research and development hub as well as a commercialization facilitator in advanced digital, analog, and power technologies.

Job Description:

Job responsibilities include, but are not limited to:

• Troubleshoots Information Technology systems when an employee, users, vendors, business partners, and affiliates reports a computer problem. Respond to these problems and questions over the phone or in person.
• Performs regular checks to ensure that all systems are functioning properly.
• Administers the creation, deletion, modification and reinstatement of user names and passwords for all employees, users, vendors, business partners, and affiliates who use the systems.
• Reset passwords and unlock accounts for all employees, users, vendors, business partners, and affiliates who use the systems.
• Identify and organize Help Desk tickets according to priority and forward tickets to engineers and techs.
• Create training material and train employees, users, vendors, business partners, and affiliates who report problems and have questions about systems, network, hardware, and software.
• Create documentation for Help desk ticket while talking to an employee, users, vendors, business partners, and affiliates who report a computer problem.
• Install, modify, and repair end use peripherals (e.g.; Desktops, Laptops, Printers, smartphones, and scanners.
• Install, modify, and repair software and operating system updates on end use devices.
• Help with the conversions when new systems are purchased and installed by employee departments, vendors, business partners, and affiliated company.

Other reasonable duties as assigned.

Requirements:

Minimum Requirements for Help Desk Technician

• Has the ability to quickly learn and use new technologies, as well as how to integrate them in with an existing system.
• Demonstrates effective problem solving and analytical skills.
• Shows patience and understanding when working with other employees who struggle to master new technologies.
• Has the ability to work calmly and methodically under pressure and against tight deadlines.
• Has the ability to gain customer feedback to ensure problems have been resolved.
• Possesses knowledge of best practices for maintaining information security within end use devices.
• Is able to handle confidential and sensitive information responsibly.
• Communicates clearly and effectively.
• Works well with a team.
• Is able to translate technical jargon into layman's terms for explanatory purposes.
• Demonstrates ability to work and conduct research independently.
• Manages time efficiently and multi-tasks effectively.
• Is able to think and work quickly to remedy system shutdowns or serious software problems.

Preferred Qualifications:

• Associate's Degree in Information Technology, Computer Science or related field with 2 plus years of experience working in a help desk environment is recommended.
• Technical Certificates in Information Technology with 3 to 4 years of previous experience in a help desk environment is recommended.

Don't meet every requirement? At NY Creates we are dedicated to building a welcoming, diverse and inclusive work place. If you are excited about working for NY Creates but your experience doesn't exactly align perfectly with the job description we encourage you to apply anyway, you might still be a perfect fit or a fit for another role at NY Creates.

Additional Information:

Benefits

• Medical, Vision, and Dental
• Competitive Pay and PTO
• Tuition Waiver Program
• Flexible Heath Spending and Dependent Care Accounts
• Basic / Optional Life Insurance
• Post-Retirement Health Insurance
• Employer contribution of 7% of earnings to a Basic Retirement plan after meeting one year of service.
• Optional employee contributed retirement account

Location: 257 Fuller Road, Albany, NY 12203

Application Instructions:

Employment is with the Research Foundation for SUNY which is an Equal opportunity Employer including individuals with disabilities and protected veterans.

Research Foundation employees are subject to restrictions related to participation in Foreign Government Talent Recruitment Programs, as defined and detailed in United States Department of Energy Order 486.1. You will be asked to disclose any such participation at the time of hire for review by the Research Foundation.

In compliance with the Americans with Disabilities Act (ADA), if you have a disability and require a reasonable accommodation to apply please call Human Resources at 518-437-8686.