Help Desk Technician

Help Desk Technician position in Albany, NY onsite at Capital Region BOCES, with a salary of USD 44,787 per year, serving as the primary contact for user technical support, troubleshooting hardware and software issues, logging requests, and delivering on-site assistance as needed.

Responsibilities

• Receive technical assistance requests via telephone, email, the computerized ticket system, and in person for the assigned support team.
• Review and resolve computer software and hardware problems faced by users.
• Log technical support requests into the system and forward them as necessary.
• Troubleshoot routine and standard personal computer problems and provide prescribed technical assistance when applicable.
• Answer phones and direct calls as needed.
• Travel between user-specific locations as required.
• Install personal computers and peripheral equipment as needed.
• Install or reinstall personal computer operating systems as required.
• Set up operating systems, third party software, and data/Internet/Intranet access for users.
• Assist Resource Center users with peripheral PC equipment and software use.
• Maintain computerized files on service usage by other departments and issue billing statements to those departments.
• Meet with departments to provide technical assistance for department-specific software, and act as liaison between the department and third-party software vendors for support and defects.
• Maintain support documentation, files, and records as necessary.
• Perform related duties as required.
• Demonstrate working knowledge of personal computers and peripheral equipment.
• Show familiarity with modern office equipment and terminology.
• Possess working knowledge of modern information services terminology and business English.
• Demonstrate keyboard proficiency and ability to communicate technical information both verbally and in writing.
• Use a personal computer effectively and convey prescribed technical procedures via telephone.
• Follow oral and written instructions and establish positive working relationships.

Requirements

• Bachelor's degree in Management Information Systems, Computer Science, Information Resources Management, Information Technology, or a closely related field from an accredited college or university; OR
• Associate's degree in Management Information Systems, Computer Science, Information Resources Management, Information Technology, or a closely related field from an accredited college or university with one year of paid experience as a computer technician; OR
• High school diploma or high school equivalency diploma with two years of paid experience as a computer technician.
• Salary: USD 44,787 per year
• Location: Albany, NY (onsite)
• Civil Service Title: Help Desk Technician
• Job Number: 2026-288
• Program designation: NY HELPS, non-competitive; designated for temporary staffing needs under the Hiring Emergency Limited Placement program
• Probationary period: After successful completion of a 12 to 52 week probationary period as Help Desk Technician Trainee (BOCES), appointment transitions to Help Desk Technician (BOCES) without further examination
• Background check: Fingerprint-supported criminal history background check required in accordance with SAVE Legislation effective July 1, 2001