What are the responsibilities and job description for the Computer Support Specialist position at Penda Aiken?
Job Description: Help Desk & Security Support Analyst
Location: Albany, NY (Hybrid Eligible after training)
Client: Statewide Financial System (SFS)
Schedule: Mon – Fri | 8:00 AM – 5:30 PM (40 Hours/Week)
Role Summary
Join the frontline support team for the New York Statewide Financial System (SFS). In this role, you will provide critical Tier 1 technical and functional support for help desk inquiries and security incidents. You will act as the first point of contact for state agency users, ensuring financial system stability and data integrity across New York State government operations.
Core Responsibilities
First-Line Support: Monitor and respond to high-volume phone and email inquiries regarding SFS navigation, access, and reporting.
Incident Documentation: Accurately log all issues and requests within the ticket management system (ServiceNow) during the initial contact.
Problem Analysis: Leverage the SFS knowledge base to troubleshoot user issues, pinpoint resolutions, and provide "how-to" guidance.
System Maintenance: Maintain a deep working knowledge of SFS procedures, processing requirements, and security protocols.
Escalation: Identify complex issues requiring specialized attention and route them to second-line support teams or the Help Desk Supervisor.
Technical Tasks: Execute SQL scripts or queries (as needed) to research data issues and participate in system workgroups.
Required Skills & Qualifications
Technical Aptitude: Proficiency in MS Windows, Outlook, Excel, and Word. Familiarity with SharePoint and SQL is highly desirable.
Software Experience: Experience with ServiceNow or similar ticket/case management software is a strong plus.
Knowledge Base: Basic understanding of accounting principles is preferred to better assist with financial system queries.
Communication: Exceptional written and verbal communication skills; ability to draft non-technical correspondence for a professional audience.
Education: High School Diploma required; a degree in Computer Science or a related field is preferred.
Work Environment & Telecommuting
Initial Training: 100% on-site in Albany to ensure full immersion in system training.
Hybrid Eligibility: Once reliability and job proficiency are confirmed, candidates may apply for a hybrid schedule (minimum 50% on-site).
Remote Requirements: If approved for remote work, SFS provides equipment. Candidates must provide their own high-speed internet and phone connection.
Flexibility: Candidates must be willing to report to the office on scheduled telecommute days if operational needs arise.