+ Receives requests via telephone, e-mail, facsimile, mail, and in person for the support services provided by Division of Information Services; + Reviews and resolves computer software and hardware problems of users; + Logs requests for technical support into a computer, forwards requests as necessary; + Troubleshoots routine and standard personal computer problems, and provides prescribed technical assistance if applicable; + Answer telephones and direct calls as necessary; + Installs personal computers and peripheral equipment as necessary; + Installs/Re-installs personal computer operation systems as necessary; + Setup personal computer operating systems, third party software, and data/Internet/Intranet access for user specific needs; + Provides assistance to Resource Center users regarding the use of peripheral personal computer equipment and software; + Maintains computerized files regarding the use of the divisions’ services by other departments and sends billing statements to those departments; + Meets with departments to provide technical assistance regarding departmental specific software, and acts as a liaison between the department and the vendor/manufacturer of the third party software in cases of vendor required support and defective software/hardware; + Maintain support documentation, files and records, as necessary. Job Qualifications MINIMUM QUALIFICATIONS: TRAINEE LEVEL: EITHER: + Graduation from a New York State or regionally accredited college or university with a Bachelor’s Degree in management information systems, computer science, information resources management, information technology, or a closely related field; OR, + Graduation from a New York State or regionally accredited college or university with an Associate’s Degree in management information systems, computer science, information resources management, information technology, or a closely related field and six (6) months full-time paid experience as a computer technician; OR + Graduation from high school or possession of a high school equivalency diploma and one (1) year full-time paid experience as a computer technician. JOURNEY LEVEL: Graduation from high school or possession of a high school equivalency diploma and either: + Possession of A+ certification and six (6) months full-time paid experience as a computer technician; OR, Two (2) years full-time paid experience as a computer technician. Position Start Date:08/18/2025 Application Deadline:07/23/2025 Civil Service Title: HELP DESK TECHNICIAN Job Number: 25-26 110