Technical Support Specialist (Full-Time)

Job Description

**Summary:** We are seeking a Technical Support Specialist to assist in the Help Desk

**Job Title:** **Technical Support Specialist (Full-Time)**

**Location: Albany, NY 12204/12210**

**Target Work Schedule: Monday to Friday 7AM-5PM**

**Target Duration/End Date: March 2026**

**Description of Roles and Responsibilities**:

· 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 reset, RSA 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

· Responsible for troubleshooting internal and external MFA, TL3, RSA issues

· Review pre-acceptance tools for medical professionals without a NYS Driver license. The requests in these tools need to be accepted to email the document to the medical professional

· Expediting accounts for Program Areas; ex the Electronic Death Registry System

· Processing Automated File Transfer account (create, update and end date) for the Universal Public Health Node application

· Interacting with customers in a respectful, helpful manner and actively listening 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 accounts (updating and end dating

· Assist users navigating and assigning roles

· Perform 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 HCS accounts. Which includes scanning the documents in a tracking system, processing the documents (accepting or rejecting), mailing accepted PIN letter and account activation instruction, scanning 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

· Operate office machinery, including photocopiers, computer printers, hand scanner, and scanners

· Perform other related duties as required

**Mandatory/Minimum Qualification, Skills, Experience Requirements**:

Associate or Bachelor’s degree preferred. And at least three years of relevant experience

**Qualification, Skills, Experience Requirements**:

· Two-year minimum experience working in a professional IT based setting

· Excellent working knowledge of Microsoft Office (specifically Excel, MS SharePoint, Outlook, Word and Access)

· Ability to enter data into, and extract data from, electronic databases

· IT customer support and training

· Computer installation, diagnosis and repair

· Network & standalone printer installation, diagnosis & repair

· Basic troubleshooting scanners and other peripheral devices

· Microsoft Office Suite troubleshoot / desktop support

· Virtual meetings tools including MS Teams, Zoom and WebEx

· VPN and remote technical support

· Adobe Pro troubleshoot / desktop support

· Software (Windows 10/11, MS O365, Adobe) and Hardware (Laptops/Printers/Scanners)

· Ability to use office machines including multiphone line

· Ability to handle a high volume of work in a fast-paced office environment and to meet deadlines

· Ability to organize work and document progress of projects through to completion

· Ability to multi-task and adjust priorities as directed by management

· Experience working in data systems

· Experience with tracking systems

· Experience with ticketing systems

· Experience with ServiceNow or other ticket or case management software is a plus

· Knowledge of basic accounting principles

· The ability to work on a team and handle multiple shifting priorities

· Good organizational skills

· Professional, respectful, provide great customer service with verbal communication and writing ability. Able to work well with other team staff

· Ability to write non-technical correspondence, communicate in writing

· Ability to communicate with professionals; and basic website development skills and/or analytical skills

**Preferred Qualifications:**

· Experience working in a fast-paced setting with the ability to multi-task and work in complex databases

***(Resume must stand alone in demonstrating qualifications and experience)***

**Other Notes:**

1. Resume must stand alone in demonstrating qualifications and experience

2. Please take a moment to review the job details, including qualification requirements, location, duration, and pay rate, before you apply

3. Please complete the screening questions for your application or include a cover letter with more information for us and the hiring team to consider

4. We encourage you to complete the Skills Tests to demonstrate your skills

5. Where required, consider submitting proof of licensure with your application

6. Where applicable, consider including samples or examples of your work that demonstrate your capabilities with your application

7. Where relevant, please include your LinkedIn page, at least 3 professional references, a copy of your diploma or other proof of licensure/professional certifications, and your USC / GC / H4 / H1B. **We do not accept C2C applicants without this information**

8. Your application must have your full legal name and current contact information

9. There may be cases where the hiring team requires two or more professional references with application

10. We partner with companies to offer and deliver projects and solutions to our clients Some positions may be hired through our partners

(Ref#:24979)

**Why work with us:**

At Donia, we foster a culture of growth. We recognize that everyone brings unique skills and experiences to their work and that the company is better for such diversity. We encourage you to pursue your interest and grow within the company. We promote from within because we value and reward contributions

**About us:**

We are a Business Management Consulting, Staff Augmentation and Workforce Solutions firm

Our founder is an engineer and seasoned business management consultant. The values of precision, quality, and reliability are embodied in all our work

We aim to delight our clients through the high quality of our service. So much so, that almost all our contracts are through Word of mouth and referrals. Because for over fifteen years, we have worked with Non-profits, City, State, and Federal Agencies – strategizing and putting together specialized teams that can tackle any project

Donia’s team of collaborative solution-finders will meet you where you are and build the system that will get you to your goals. Let us know how we can use our Business Consulting and Staff Augmentation and Workforce Solutions expertise to help you

**About our Benefits Program**

All Donia LLC full-time staff have access to our benefits program. Features include but not limited to:

· Health insurance

· Dental Insurance

· Vision Insurance

· Paid Time Off

· Disability

· Life insurance

Donia LLC is an equal opportunity employer

Job Types: Full-time, Contract

Pay: $20.00 – $25.00 per hour

Expected hours: 40 per week

Benefits:

* Dental insurance
* Employee assistance program
* Health insurance
* Life insurance
* Paid time off
* Vision insurance

Schedule:

* 8 hour shift
* Monday to Friday

Application Question(s):

* Did you review and are okay with the job details – including qualification requirements, location (including In-Person as applicable), duration, and pay rate W2 ?

Ability to Commute:

* Albany, NY 12204 (Required)

Work Location: In person