COGENT Infotech

Customer Support Specialists

COGENT Infotech Albany, NY
COGENT Infotech

Customer Support Specialists

COGENT Infotech Albany, NY
2 weeks ago
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Title: Customer Support Specialists

Location: Albany NY 12226

Duration: 2 years

Pay Range-$20-$22/hr

Knowledge, Skills, & Abilities

  • Experience with ServiceNow 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

Preferred Level Of Education

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

Basic Duties (training Is Provided On-site)

  • 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, workgroups and agency meetings
  • 1st Level Support for Help Desk and Security Incidents

  • Seniority level

    Entry level

  • Employment type

    Contract

  • Job function

    Other

  • Industries

    Government Administration

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