Help Desk Specialist

The Mid-Hudson Regional Information Center is seeking a customer-focused Help Desk Specialist to serve as the first point of contact for technical support across 46 districts, 4 BOCES, and internal staff. This is a fast-paced role requiring strong attention to detail and the ability to multitask. Responsibilities include providing in-person and remote technical support; creating, tracking, and maintaining help desk tickets; and routing issues to second- and third-tier support as needed. The ideal candidate will have strong written and verbal communication skills, be organized and detail-oriented, and demonstrate a friendly, team-oriented approach to customer service. Technical troubleshooting experience is preferred.

All Civil Service laws, rules and regulations apply. Fingerprinting required.

Civil Service Classification: Competitive. Merit and fitness examination applies.

Salary commensurate with experience and training. Salary range: $50,614 to $54,108

GENERAL RESPONSIBILITIES: This position involves the responsibility for providing first line technical assistance to component school districts using technology services supported by the Mid-Hudson Regional Information Center (MHRIC). An incumbent is responsible for providing technical assistance by telephone and/or e-mail communication by evaluating, diagnosing and trouble-shooting customer computer problems related to software packages and basic hardware issues and offering resolutions to the problems. This position normally resides in the Operations and Programming Department within the Mid-Hudson Regional Information Center (MHRIC). The work is normally performed under the general supervision of the Operations and Programming Manager with leeway allowed for exercising independent judgment in carrying out the details of the work. Supervision is not a function of this class. Does related work as required.

WORK SCHEDULE:
Full-Time, 12 Month
Monday - Friday

SPECIFIC DUTIES:
The typical work activities listed below, while providing representative examples of the variety of work assignments in the title, do not describe any individual position. Incumbents in this title may perform some or all of the following, as well as other related activities not described.

• Provides customers with first-level diagnosis and trouble-shooting of computer problems relating to software packages, basic hardware issues, and specific applications;
• Provides a general technical analysis to identify and isolate customer problems and refers questions, when necessary, to the appropriate MHRIC technical specialist and/or vendor personnel;
• Refers more complex questions and problems involving computer hardware, connectivity, software and peripheral equipment associated with the computer system to the appropriate technical specialist;
• Performs a variety of diagnostics on communication equipment, telephone facilities and/or other hardware;
• Reports incidents and arranges for repair of desktop and other computer hardware when necessary;
• Creates and maintains a computerized help desk database system to log calls, track actions and resolutions;
• Follows-up with customers to ensure that problems are resolved and updates them regarding problems, including resolutions to these problems;
• Prepares activity and progress reports to detail status of existing technical issues and the course of action taken or planned;
• Sits in on all applications training sessions in MHRIC to upgrade diagnosing and trouble shooting skills;
• Works with MHRIC personnel to improve current services.

FULL PERFORMANCE KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS: Good knowledge of information technology help desk procedures, processes and practices; good knowledge of the principles and practices of providing effective and timely customer support; good knowledge of Windows-based software and applications; working knowledge of data communication networks; ability to guide customers in the use of computers and various software packages; ability to establish effective working relationships with others; ability to problem-solve computer related problems; ability to comprehend oral and written technical information; ability to communicate clearly both orally and in writing; customer service orientation; initiative, tact, patience, good judgment; resourcefulness; reliability; accuracy; physical condition commensurate with the demands of the position.

MINIMUM QUALIFICATIONS: Either:
A. Successful completion of fifteen (15) credit hours* in Management Information Systems, Computer Science, Information Resources Management, Information Technology, or a closely related field offered by a technical training institute, college or a corporate training program and one (1) year of work experience in information technology help-desk management and customer support; OR
B. Graduation from high school or possession of a high school equivalency diploma and two (2) years of experience in information technology help-desk management and customer support; OR
C. An equivalent combination of training and experience as indicated above.

• Coursework in the use of specific programs such as WORD, EXCEL, or ACCESS and data entry is not acceptable.

Special Requirement: Possession of a valid New York State driver’s license appropriate to the vehicles operated or otherwise demonstrates their ability to meet the transportation needs of the job.

Special Requirement for appointment in School Districts including BOCES: In accordance with the Safe Schools Against Violence in Education (SAVE) legislation and by the Regulations of the Commissioner of Education, candidates for employment in school districts must obtain clearance for appointment from the State Education Department based upon fingerprinting and a criminal history background check.

AGENCY OVERVIEW

Our Mission:
At Ulster BOCES, our mission is to provide high quality shared educational, administrative, and technical services that will enable component school districts to develop the capacity of their students and adults to achieve higher standards of performance. With an emphasis on economic efficiencies, Ulster BOCES is committed to offering educational programs that enable all students to prepare for employment and/or post-secondary education.

The Ulster County Board of Cooperative Education Services is an educational agency serving eight component school districts. They are: Ellenville Central School District • Highland Central School District • Kingston City Schools Consolidated • New Paltz Central School District • Onteora Central School District • Rondout Valley Central School District • Saugerties Central School District • Wallkill Central School District

Equal Opportunity Employer

Ulster County Board of Cooperative Educational Services Non-Discrimination Statement

The Board of Cooperative Educational Services, Sole Supervisory District of Ulster County (“BOCES”), does not discriminate on the basis of an individual’s actual or perceived race, color, creed, religion, religious practice, national origin, ethnic group, sex (including sexual harassment and sexual violence), gender identity, sexual orientation (“sexual orientation” means heterosexuality, homosexuality, bisexuality, or asexuality), political affiliation, age, marital status, military status, veteran status, disability, weight, domestic violence victim status, arrest or conviction record, genetic predisposition or carrier status or any other legally protected status in regard to employment opportunities or educational/vocational programs or activities which it operates. All inquiries regarding BOCES Non-Discrimination policies and/or complaints regarding violation(s) of these policies should be directed to Amanda Stokes, Assistant Superintendent for Administration & COO in one of the following manners:

By E-Mail: complianceofficer@ulsterboces.org
By Mail: 175 Route 32 North, New Paltz, New York, 12561
By Telephone: (845) 255-1400

Inquiries concerning the application of Title IX and its implementing regulation and/or complaints regarding violation(s) of these provisions can be referred to the Department of Education, Office of Civil Rights, 32 Old Slip, 26th Floor, New York, NY 10005-2500, Telephone: (646) 428-3900, FAX: (646) 428-3843; TDD: (800) 877-8339; E-Mail: OCR.NewYork@ed.gov.