Computer Support Specialists

About US-
At Cogent Infotech, we believe in creating opportunities that empower individuals and transform organizations. With over 21 years of excellence in consulting and talent solutions, we pride ourselves on building inclusive workplaces and driving innovation in everything we do. Our diverse teams bring unique perspectives to help deliver cutting-edge solutions to global clients across both public and private sectors.

Titles:
Computer Support Specialist
Duration:
Contract
Location: Albany, NY (12226)
Shift Timings: Mon-Fri 9am to 5pm
Pay: USD 20/hr – USD 24/hr

Position summary:
Provides first-level Help Desk support by responding to user inquiries, documenting and troubleshooting system issues, assisting with system navigation and access, and escalating complex requests to ensure timely resolution and efficient service operations.

Key Responsibilities:

• 1st Level Support for Help Desk and Security Incidents.
• Answer calls and e-mail messages as they come in to the Statewide Financial System (SFS) Help Desk.
• Accurately document all issues and requests during the initial call.
• Analyze user issues and questions. Leverage system knowledge and use knowledge base resources to pinpoint resolution and answers for users.
• Establish and maintain a working knowledge of the Statewide Financial System’s navigation, procedures, and processing requirements - Support users in the use of the system including, but not limited to, navigation, access, and reports.
• If required, route issues and requests to appropriate second line of support.
• Coordinate schedule with Help Desk supervisor to ensure coverage during established business hours. Learn to use Help Desk core tools and software to assist users when needed and obtain a base knowledge in the core products supported by the Help Desk.
• Participate in appropriate training, work groups and agency meetings.

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

• Experience with Service Now or other ticket or case management software is a plus.
• Strong MS Windows, MS Outlook, and MS Office knowledge particularly in MS Excel and MS Word.
• Knowledge of basic accounting principles.
• Excellent communication skills.
• Works well with others, reliable and trustworthy, ability to multi-task and set priorities.
• MS SharePoint knowledge is desirable.
• Ability to write non-technical correspondence, communicate in writing.
• Ability to run SQL scripts or queries is a plus.