IT Help Desk Support Specialist

IT Help Desk Support Specialist
Albany, NY
Pay: $32.00 - $34.00 per hour
26-07779
Job Summary

The IT Help Desk Support Specialist provides first-level technical and application support to users by resolving system issues, answering questions, and documenting service requests. This role supports a financial management application by assisting users with system navigation, access, reporting, and business processes while delivering exceptional customer service. The ideal candidate has strong communication skills, experience supporting end users, and the ability to troubleshoot application-related issues in a fast-paced environment.

Job Responsibilities

• Respond to incoming help desk calls, emails, and service requests.
• Accurately document user issues, requests, and resolutions within the ticket management system.
• Analyze reported issues and utilize knowledge base resources to identify and resolve problems.
• Provide first-level support for application, user access, and security-related issues.
• Assist users with system navigation, reporting, procedures, and transaction processing.
• Escalate unresolved issues to the appropriate second-level support team.
• Develop and maintain working knowledge of the supported financial application and related business processes.
• Utilize help desk software and ticketing systems to manage support requests.
• Coordinate with team members to ensure consistent help desk coverage during business hours.
• Participate in training sessions, team meetings, and process improvement initiatives.
• Provide clear, professional communication to technical and nontechnical users.
• Maintain accurate documentation and correspondence related to support activities.
• Perform other duties as assigned.

Job Requirements

• Minimum of one (1) year of experience in Tier 1 help desk, service desk, application support, call center support, or technical customer support.
• High school diploma or equivalent required.
• Experience using Service Now or a comparable ticketing or case management system preferred.
• Strong proficiency with Microsoft Windows, Outlook, Word, and Excel.
• Excellent written, verbal, and customer service communication skills.
• Ability to accurately document technical issues and communicate solutions to nontechnical users.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to prioritize multiple tasks and manage competing support requests.
• Experience supporting financial, accounting, ERP, government, or business applications preferred.
• Basic understanding of accounting principles preferred.
• SharePoint experience preferred.
• Ability to run SQL scripts or queries is a plus.
• Demonstrated reliability, professionalism, and a stable work history.
• Ability to work independently while collaborating effectively with team members.
• Willingness to complete onsite training and work in a hybrid environment as business needs require.

Education

• High school diploma or equivalent required.
• Some college coursework or an associate's or bachelor's degree in Information Technology, Computer Science, or a related field preferred.

Work Experience

• Experience providing Tier 1 help desk, service desk, application support, or technical customer support.
• Experience supporting business, financial, ERP, or government applications preferred.
• Experience using Service Now or a comparable ticketing system preferred.