Accountant, HelpDesk​/Support, IT Support

Job Description :
Pay Range: $30hr - $35hr

• Minimum 24 months of experience using Microsoft Office.
• Minimum 24 months of experience in an administrative support role.
• Experience and working knowledge of the NYS HBITS process from initiation to completion.
• Experience coordinating with contract vendors and state staff for documentation and information gathering.
• Experience maintaining accurate contract records and updating tracking systems.
• Ability to manage spreadsheets for tracking contractor hours, invoicing, and spend management.

• Act as Team Leader providing guidance, instruction, and training to Provider Helpdesk team members and agency partners.
• Provide technical assistance in troubleshooting account-related issues including access questions, account provisioning and deprovisioning, password resets, MFA setup, RSA PIN resets, token distribution and installation, and browser configuration modifications.
• Investigate and manage ITSM work queues, resolve client requests, and reassign tickets as appropriate.
• Research and respond to Level 2 Help Desk requests via email and ticketing systems.
• Troubleshoot and train end users on RSA/MFA hardware and software installation.
• Manage RSA token downloads, distribution, approvals, and troubleshooting.
• Investigate and address cyber incidents, including deactivating shared accounts and coordinating follow-up actions.
• Collaborate with security teams to resolve user access issues.
• Post press releases as required.
• Process Automated File Transfer (AFT) accounts for application access.
• Grant application-specific permission rights based on program area requests.
• Process account-related paper documentation including scanning, tracking, approvals, activation instructions, and correspondence.
• Perform system testing including system, regression, integration, functional, usability, and compatibility testing; create test cases and document results.
• Design and update operational helpdesk procedure guides.
• Document diagnostic steps and resolutions for client issues.
• Lead updates for regulated and non-regulated facility and organization information based on program requests.
• Perform additional tasks as assigned to support efficient helpdesk operations.

• Strong interpersonal and communication skills.
• Ability to work independently and manage multiple projects.
• Strong troubleshooting and analytical skills.
• Proficiency with Microsoft Office and SharePoint.
• Experience working with ticketing and tracking systems.
• Attention to detail and strong organizational skills.

• Bachelor’s degree in Accounting, Business Administration, or related field preferred.