Computer Support Specialist

Job Title

Pay Range: $28hr - $30hr

Requirement/Must Have

• Strong knowledge of MS Windows, MS Outlook, and MS Office, particularly MS Excel and MS Word.
• Excellent written and verbal communication skills.
• Ability to write clear non-technical correspondence.
• Ability to work well with others in a team environment.
• Reliable and trustworthy with strong attention to detail.
• Ability to multitask and set priorities effectively.
• Ability to accurately document issues and requests during initial contact.
• Ability to analyze user issues and questions and identify appropriate resolutions.
• Ability to support users with system navigation, access, and reports.
• Ability to route issues and requests to appropriate second-level support when needed.

Experience

• Experience providing first-level Help Desk or desktop support.
• Experience responding to calls and email support requests in a professional and timely manner.
• Experience documenting tickets, incidents, or service requests.
• Experience using knowledge base resources to resolve user issues.
• Experience supporting business systems, user access, and reporting functions.
• Experience coordinating with supervisors or team leads to ensure service coverage during business hours.
• Experience participating in training sessions, workgroups, or team meetings.
• Experience with ServiceNow or other ticket or case management software is preferred.
• Experience with MS SharePoint is desirable.
• Experience running SQL scripts or queries is a plus.
• Knowledge of basic accounting principles is a plus.

Responsibilities

• Provide first-level support for Help Desk and security incidents.
• Answer calls and email messages as they are received by the Help Desk.
• Accurately document all issues and requests during the initial call or contact.
• Analyze user issues and questions and use system knowledge and knowledge base resources to identify resolutions.
• Establish and maintain working knowledge of the Statewide Financial System’s navigation, procedures, and processing requirements.
• Support users in the use of the system, including navigation, access, and reports.
• Route issues and requests to appropriate second-line support when required.
• Coordinate schedules with the Help Desk supervisor to ensure coverage during established business hours.
• Learn and use Help Desk core tools and software to assist users effectively.
• Develop foundational knowledge in the core products supported by the Help Desk.
• Participate in appropriate training, workgroups, and agency meetings.

Should Have

• Experience with ServiceNow or similar ticketing or case management software.
• Knowledge of MS SharePoint.
• Ability to run SQL scripts or queries.
• Knowledge of basic accounting principles.
• Exposure to financial systems or enterprise support environments.
• Some college coursework.
• Computer science-related education is preferred.

Qualification and Education

• A high school diploma is required.
• A college is preferred.
• A computer science-related degree is preferred.