Computer Support Specialists (5 POS)

About the position The Computer Support Specialist position at IIT involves providing first-level support to users through the Client Help Desk. The role requires answering calls and emails, accurately documenting issues and requests, and analyzing user questions to provide effective resolutions. Candidates will be trained on-site initially to ensure they meet all training requirements, after which they may have the opportunity to work remotely, provided they have the necessary equipment and internet connection. The work schedule is Monday to Friday, from 8:00 AM to 5:00 PM, totaling 40 hours per week, with rare overtime availability. NYS holiday work may be required, and candidates must coordinate their schedules with the Help Desk supervisor to ensure coverage during business hours. The position requires a strong knowledge of MS Windows, MS Outlook, and MS Office, particularly Excel and Word. Familiarity with ServiceNow or other ticket management software is a plus, along with basic accounting principles. Excellent communication skills, reliability, and the ability to multi-task are essential. The role also involves establishing a working knowledge of the Client's navigation, procedures, and processing requirements to support users effectively. Candidates will learn to use Help Desk core tools and software and participate in training and agency meetings. This position is a contract role with an estimated length of 24 months, and it is ideal for individuals looking to gain experience in IT support within a structured environment.

Responsibilities

• Answer calls and e-mail messages as they come in to the Client Help Desk.

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• Accurately document all issues and requests during the initial call.

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• Analyze user issues and questions, leveraging system knowledge and knowledge base resources to pinpoint resolutions.

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• Establish and maintain a working knowledge of the Client's navigation, procedures, and processing requirements.

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• Support users in the use of the system, including navigation, access, and reports.

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• Route issues and requests to appropriate second line of support if required.

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• Coordinate schedule with Help Desk supervisor to ensure coverage during established business hours.

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• Learn to use Help Desk core tools and software to assist users and obtain a base knowledge in the core products supported by the Help Desk.

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• Participate in appropriate training, workgroups, and agency meetings.

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• Provide 1st Level Support for Help Desk and Security Incidents.

Requirements

• Experience with ServiceNow or other ticket or case management software is a plus.

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• Strong knowledge of MS Windows, MS Outlook, and MS Office, particularly in MS Excel and MS Word.

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• Knowledge of basic accounting principles.

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• Excellent communication skills.

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• Ability to work well with others, being reliable and trustworthy.

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• Ability to multi-task and set priorities effectively.

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• MS SharePoint knowledge is desirable.

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• Ability to write non-technical correspondence and communicate in writing.

Nice-to-haves

• High School graduate with some college; computer science related degree is preferred.

Benefits

• Competitive compensation

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• W2 or C2C

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• Biweekly Direct Deposit for W2 Consultants

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• Visa and Green Card sponsorship opportunities for qualified individuals

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• Local contact for support and communication.

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