Help Desk Technician

The Help Desk Technician/Trainee is the primary contact with employees regarding repair and troubleshooting. Incumbent provides prescribed technical assistance to users via the telephone for problems that are routine in nature. Enters calls into department support call tracking database/system. Troubleshoots technical support requests to determine if problem is caused by hardware/ software, or peripheral equipment. Incumbent answers multiple line telephone in the performance of the duties. The incumbent may perform duties out of the office at user-specific locations. Supervision is not a responsibility of this class. Work is performed under the general direction of Network and Systems Technicians. Does related work as required.

Responsibilities/Typical Work Activities:

• Receives requests via telephone, e-mail, facsimile, mail, and in person for the support services provided by Division of Information Services.

• Reviews and resolves computer software and hardware problems of users.

• Logs requests for technical support into a computer, forwards requests as necessary.

• Troubleshoots routine and standard personal computer problems, and provides prescribed technical assistance if applicable.

• Answers telephones and direct calls as necessary.

• Installs personal computers and peripheral equipment as necessary.

• Installs/Re-installs personal computer operation systems as necessary.

• Sets up personal computer operating systems, third party software, and data/Internet/Intranet access for user specific needs.

• Provides assistance to resource center users regarding the use of peripheral personal computer equipment and software.

• Maintains computerized files regarding the use of the divisions’ services by other departments and sends billing statements to those departments.

• Meets with departments to provide technical assistance regarding departmental specific software, and acts as a liaison between the department and the vendor/manufacturer of the third-party software in cases of vendor required support and defective software/hardware.

• Maintains support documentation, files and records, as necessary.

Full Performance, Knowledge, Skills, Abilities and Personal Characteristics:

• Working knowledge of personal computers and peripheral equipment.

• Working knowledge of modern office equipment and terminology.

• Working knowledge of modern information services terminology.

• Working knowledge of business English.

• Skill in the use of a personal computer keyboard.

• Ability to communicate technical information both verbally and in writing.

• Ability to use a personal computer.

• Ability to convey prescribed technical procedures via the telephone.

• Ability to follow oral and written instructions.

• Ability to establish and maintain effective working relationships.

Minimum Qualifications:

Trainee Level (either):

A. Graduation from an accredited college or university with at least a bachelor’s degree in Management Information Systems, Computer Science, Information Resources Management, Information Technology, or a closely related field;

OR

B. Graduation from an accredited college or university with an associate degree in Management Information Systems, Computer Science, Information Resources Management, Information Technology, or a closely related field and six (6) months of paid experience as a computer technician;

OR

C. Graduation from high school or possession of a high school equivalency diploma and one (1) year of paid experience as a computer technician or computer technician trainee.

Journey Level:

Graduation from high school or possession of a high school equivalency diploma and either:

A. Possession of A certification and six (6) months of paid experience as a computer technician.

OR

B. Two (2) years of paid experience as a computer technician.

Note:

Following completion of a successful one (1) year probationary period, individuals with permanent competitive status as Help Desk Technician Trainee mature to Help Desk Technician without further examination.

Employee Benefits:

• Little Sprouts, on-site daycare

  • Low to no-cost daycare for all full-time staff

• Free CDTA bus pass with direct stop at Shaker Place

• New York State retirement plan and optional deferred compensation

• Tuition reimbursement

• Health insurance: low-cost health plan (Anthem, formerly Empire), dental, vision, prescriptions

• Generous paid time off, including vacation, personal and holidays

• 529 college savings plan

• Weekly payroll

• Flexible spending account

About Shaker Place Rehabilitation & Nursing:

Beautiful, recently renovated, state-of-the-art facilities with new amenities, advanced equipment, and thoughtful design. We cultivate a supportive, inclusive, respectful, diverse, and welcoming culture committed to providing the highest quality of care to our residents. Our mission is to provide comprehensive care and exceptional services to the people of Albany County and surrounding areas. For nearly 50 years, we have been committed to enhancing each resident's quality of life and valuing their independence, dignity, and happiness.

Shaker Place Rehabilitation & Nursing Center is an E-Verify participant and equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, disability status or any other status protected by laws and regulations.