Hiring: Help Desk Services Specialist Company: Empire State Development Location: New York, NY Job Posted Time: 2026-09-10 13:00:03 Employment Type: Remote Target Skills & Keywords : Firmware, Microsoft Office, Zoom, iOS About the job Experience: •4+ years customer service experience, including phone support in a fast-paced environment. Required Skills: •Applicants MUST submit a cover letter with resume to be considered. •This position will require in-office presence. Hybrid work schedules may be possible based on specific job duties and consistent with ESD policy. •Minorities, women, and individuals with disabilities are encouraged to apply. Please contact Human Resources if you require an accommodation. •Provide end users with all hardware and software technical support in a timely and courteous manner; while identifying, researching, and resolving computer problems. Strong troubleshooting skills a must. Should be able to communicate clearly (written & verbal), work well under pressure and capable of prioritizing assignments. •Assisting all staff via phone, email, and Helpdesk ticketing solution in a courteous and efficient matter. •Maintain helpdesk coverage; user follow-ups; and managing daily tickets assigned. •Maintain advanced knowledge of ESD's standardized software applications to assist in problem resolution and needs assessment. •Support end-users with remote access on desktops/laptops and mobile devices across platforms. Qualifications: •Relevant experience required: Minimum 4+ years customer service experience, including phone support in a fast-paced environment. •Knowledge required: Helpdesk Solution; O365; MS Windows 10+; Mac iOS; MS Office 2016+; Adobe Cloud Suite; Kofax PDF Software; iOS Mobile device Applications & firmware; Web-based video conferencing tools; Microsoft Windows; Mobile Devices, VDI knowledge a plus. Also, all other ESD supported applications. •General Comments: This is an IT helpdesk support position requiring outstanding telephone etiquette; advanced computer skills; and the ability to multi-task and prioritize duties. Individuals for this role must also possess analytical and active listening skills to properly decipher user issues. Customer-friendly attitude. Compensation: •$65,000 - $70,000 / year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!