Help Desk Representatives, New York

We are currently recruiting long term temporary Help Desk Associates for a New York State Agency located in Downtown Albany, NY as well as surrounding Albany locations. On-site presence is typically required, with some roles offering a hybrid schedule. The duration is at least 1 year with good potential for extension, based on performance and attendance.

The Help Desk Representative will be expected to be able to provide advice and technical assistance in troubleshooting account related issues, access questions, vetting users, account provisioning and deprovisioning, account creations, password resets, help users navigate the site, multi factor authentication set up/reset, RSA PIN resets, token distribution/installation, approving RSA tokens, modifying browser configurations for specific applications, re-enabling user's accounts, and directing calls to specific contacts for application questions.

Job Duties:

" Responsible for troubleshooting internal and external MFA, TL3, RSA issues.

" The requests in these tools need to be accepted to email the document to the medical professional.

" Interacting with customers in a respectful, helpful manner and actively listen to issues and guide them through appropriate solutions.

" Reply to requests and questions from internal and external customers that include both written and telephone inquiries.

" Maintaining system accounts (updating and end dating).

" Assist users navigating and assigning roles on internal systems

" Perform system testing to gauge if applications are working based on user concerns.

" Research and responding to emails for different Outlook shared mailboxes.

" Responsible for processing paper documents for system accounts, which includes scanning the documents in a tracking system, processing the documents (accepting or rejecting), mailing accepted system PIN letter and account activation instruction, scan the documents in FileNet, key completed scanned documents, key and verify the completed documents.

" Establish new files by numbering forms, coding, preparing file folders, and compiling relevant material. Update and correct records and files.

" Perform and validate signature verifications

Desired skills:

" 2-5 years' relevant experience as a Help Desk Representative

" Experience troubleshooting external Multi-factor Authentication issues

" Proficiency with all MS Office products

" Ability to work effectively and professionally with staff at all levels

" Excellent communication skills

Pay range: $25- $35/hour

Garnet River LLC is an Equal Employment opportunity/Affirmative Action (EEO/AA) employer. Minorities/Female/Disabled/Veteran (M/F/D/V)