Student Assistant Internship (Workplace Services), Ref #7629
Minimum Qualifications
• Must be a US citizen or foreign national eligible to work in the United States
• Must be 18 years of age or older
• Must be currently attending a New York State college, university or graduate program, or be a resident of New York State attending a college, university or graduate program outside of New York State
• Must have completed a minimum of one (1) year as a student at a degree-granting two or four-year college or university (completion of one year’s worth of academic credits over a more extended period of time may qualify part-time students) OR currently enrolled graduate student or accepted in a graduate degree program
• Must have a minimum grade point average (GPA) of 2.0 or equivalent to a C.
Duties Description
Under the general direction of an ITS3, the incumbent will function as general desktop support staff for Workplace Services Support within the NYS Office of IT Services (ITS). This position will be assigned to a variety of locations in support of ITS’s client agencies and may require lifting equipment weighing up to 50 pounds, intermittent travel, and some overtime.
Specific duties include, but are not limited to, the following:
- Review and respond to IT Service Management (ITSM) system incidents and request tickets within designated assignment groups.
-Receive and professionally and courteously address desktop support calls transferred by the Service Desk.
-Monitor ITSM work queues to ensure timely and effective resolution/fulfillment of client requests.
- Collaborate with counterparts within other Regional areas as workload dictates.
- Install, load, and configure software and applications.
-Troubleshoot and provide technical assistance to clients.
-Obtain base knowledge of the core products used by supported clients.
-Document diagnostic steps taken to troubleshoot/resolve client issues.
-Work with other ITS groups to resolve computer-related issues.
- Install, configure, and troubleshoot Multi-function Printers and Network printers.
- Work with vendor support to resolve technical problems with agency IT equipment.
- Train and orient users on hardware and software where appropriate.
- Perform other duties as assigned.