Computer Support Specialist
Penda Aiken, IncAlbany, NY
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Job Description
Job Description: Help Desk & Security Support AnalystLocation: Albany, NY (Hybrid Eligible after training)Client: Statewide Financial System (SFS)Schedule: Mon Fri | 8:00 AM 5:30 PM (40 Hours/Week)Role SummaryJoin the frontline support team for the New York Statewide Financial System (SFS). In this role, you will provide critical Tier 1 technical and functional support for help desk inquiries and security incidents. You will act as the first point of contact for state agency users, ensuring financial system stability and data integrity across New York State government operations.Core Responsibilities
- First-Line Support: Monitor and respond to high-volume phone and email inquiries regarding SFS navigation, access, and reporting.
- Incident Documentation: Accurately log all issues and requests within the ticket management system (ServiceNow) during the initial contact.
- Problem Analysis: Leverage the SFS knowledge base to troubleshoot user issues, pinpoint resolutions, and provide "how-to" guidance.
- System Maintenance: Maintain a deep working knowledge of SFS procedures, processing requirements, and security protocols.
- Escalation: Identify complex issues requiring specialized attention and route them to second-line support teams or the Help Desk Supervisor.
- Technical Tasks: Execute SQL scripts or queries (as needed) to research data issues and participate in system workgroups.
- Technical Aptitude: Proficiency in MS Windows, Outlook, Excel, and Word. Familiarity with SharePoint and SQL is highly desirable.
- Software Experience: Experience with ServiceNow or similar ticket/case management software is a strong plus.
- Knowledge Base: Basic understanding of accounting principles is preferred to better assist with financial system queries.
- Communication: Exceptional written and verbal communication skills; ability to draft non-technical correspondence for a professional audience.
- Education: High School Diploma required; a degree in Computer Science or a related field is preferred.
- Initial Training: 100% on-site in Albany to ensure full immersion in system training.
- Hybrid Eligibility: Once reliability and job proficiency are confirmed, candidates may apply for a hybrid schedule (minimum 50% on-site).
- Remote Requirements: If approved for remote work, SFS provides equipment. Candidates must provide their own high-speed internet and phone connection.
- Flexibility: Candidates must be willing to report to the office on scheduled telecommute days if operational needs arise.
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FAQs About Computer Support Specialist Jobs at Penda Aiken, Inc
What is the work location for this position at Penda Aiken, Inc?
This job at Penda Aiken, Inc is located in Albany, NY, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Penda Aiken, Inc?
Candidates can expect pay range between $35–$35 for this role.
What employment applies to this position at Penda Aiken, Inc?
The employer has not provided this information. This may be discussed during the hiring process.
What is the process to apply for this position at Penda Aiken, Inc?
You can apply for this role at Penda Aiken, Inc either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.