Help Desk Technician (NY HELPS)

Help Desk Technician (NY HELPS) at Capital Region BOCES is an onsite role in Albany, NY, with an annual salary of USD 44,787.

Responsibilities

• Receives technical assistance and support requests via telephone, email, a computerized ticket system, and in person for the services provided by the assigned team.
• Reviews and resolves computer software and hardware problems experienced by users.
• Logs technical support requests into a computer system and forwards requests as needed.
• Troubleshoots routine and standard personal computer problems and provides prescribed technical assistance when applicable.
• Answers telephones and directs calls as necessary.
• Travels between user-specific locations as needed.
• Installs personal computers and peripheral equipment as required.
• Installs or reinstalls personal computer operating systems as necessary.
• Sets up operating systems, third party software, and data, Internet, and Intranet access for user-specific needs.
• Assists Resource Center users with peripheral PC equipment and software usage.
• Maintains computerized files regarding the divisions' services used by other departments and sends billing statements to those departments.
• Meets with departments to provide technical assistance for department-specific software and acts as a liaison between the department and third-party software vendors for required support and defective software or hardware.
• Maintains support documentation, files, and records as necessary.
• Performs related duties as required.
• Demonstrates working knowledge of personal computers and peripheral equipment.
• Demonstrates working knowledge of modern office equipment and terminology.
• Demonstrates working knowledge of modern information services terminology.
• Demonstrates working knowledge of business English.
• Exhibits skill in using a personal computer keyboard.
• Ability to communicate technical information verbally and in writing.
• Ability to use a personal computer.
• Ability to convey prescribed technical procedures over the telephone.
• Ability to follow oral and written instructions.
• Ability to establish and maintain effective working relationships.

Note: This is a NY HELPS program designated title. The program is designed to help local government employers address staffing issues. During the program, the title is designated non-competitive.

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 and one year of paid experience as a computer technician; or
• High school diploma or high school equivalency diploma and two years paid experience as a computer technician.