Help Desk I

The Albany Housing Authority is hiring a Help Desk I to support end users across onsite locations in Albany, New York. In this role, you will help keep employees productive by monitoring network and computer performance, troubleshooting issues, and handling desktop hardware repairs. You will also assist with end-user PC setup, including configurations for hardware, software, and peripherals, while supporting internal IT processes and records.

Role Focus

• Provide Help Desk support to end users across a range of technical issues
• Monitor and troubleshoot network and computer problems to support timely resolution
• Assist with configuration of end-user PC desktop hardware, software, and peripherals
• Answer staff questions in person, by phone, and/or by email related to supported Housing Authority hardware and software
• Support computer labs and assist with equipment setup for meetings, public engagements, groundbreaking ceremonies, and trainings

Problem Management and Support Activities

• Document, track, and monitor problems, devices, and related technical details to ensure follow-through
• Follow documented Help Desk standards and procedures
• Research and resolve technical problems tied to Help Desk responsibilities
• Escalate issues to the appropriate parties when needed to achieve efficient and expedient resolution
• Coordinate timely repair of PC equipment and printers covered by third-party maintenance agreements
• Perform desktop hardware repair for PC equipment and peripherals not covered by third-party vendor maintenance
• Provide PC and software orientation to new staff
• Assist with records management and perform related support work as required

Supervision and Operating Context

Work is performed under the supervision of the Director of Information Technology. The position includes participation in team projects as needed.

Minimum Qualifications

• Graduation from a regionally accredited or New York State registered college (or a program accredited by the NYS Board of Regents) with an Associate’s Degree or higher in Information Technology
• OR successful completion of fifteen (15) credit hours in Management Information Systems, Computer Science, Information Resources Management, Information Technology, or a closely related field, plus one (1) year of work experience in information technology help-desk management and customer support
• OR an equivalent combination of training and experience as defined by the requirements above
• Coursework in the use of specific programs such as WORD, EXCEL, or ACCESS, data entry, and A-Plus is not acceptable
• Valid NYS Driver’s License required at appointment and throughout employment
• Travel to different AHA locations across the city of Albany is required, with mileage reimbursed
• Flexibility to work outside normal business hours is required

Core Knowledge and Skills

• Good knowledge of personal computers and office equipment
• Good knowledge of IT Help Desk procedures, processes, and practices
• Good knowledge of principles and practices for effective, timely customer support
• Good knowledge of Windows-based software and applications and working knowledge of data communication networks
• Ability to guide staff in computer use and software packages
• Ability to problem-solve computer-related issues and comprehend oral and written technical information
• Ability to communicate clearly orally and in writing
• Initiative, tact, and patience, with good judgment, resourcefulness, and reliability
• Physical condition commensurate with the demands of the position

Technologies

• Windows-based software and applications
• Data communication networks
• WORD, EXCEL, ACCESS
• A-Plus

Location: Albany, NY (onsite) • Salary: USD 47,191 per year • Experience: 1 year minimum • Education: Associate’s Degree or higher in Information Technology