IT Helpdesk Team Leader

Job Description: IT Helpdesk Team Leader

As an IT Helpdesk Team Leader at Knowledge Builders Inc, you will guide, instruct, and train Provider Helpdesk team members and Agency Partners. You will provide essential advice and technical assistance for troubleshooting account-related issues, access questions, user vetting, account provisioning and deprovisioning, account creations, password resets, and Multi-Factor Authentication (MFA) setup/reset. Your responsibilities include RSA PIN reset, RSA token distribution, installation, and approval, as well as modifying browser configurations and re-enabling user accounts. You will direct calls to specific contacts for application questions and ensure smooth helpdesk operations.

You will be responsible for investigating and troubleshooting ITSM work queues, delivering timely and effective resolution and fulfillment of client requests, and re-assigning tickets to appropriate assignment groups. This role involves researching and responding to Level 2 Help Desk requests via email, ticket updates, and direct support for all New York State healthcare providers, public health employees, and partner agencies including first responders, federal and foreign agencies, and the medical community. Strong interpersonal and communication skills are crucial for collaborating with department staff, external staff, vendors, and end users.

Further duties include troubleshooting, training, and orienting end users on installing RSA/MFA hardware and software, managing RSA downloads and token distribution, and resolving token issues. You will investigate and address cyber incidents by deactivating shared user accounts and following up with relevant entities regarding unauthorized access. Collaboration with other security teams to resolve user technical issues with program applications is also a key aspect. You will also be involved in posting Press Releases and processing Automated File Transfer (AFT) accounts (create, update, and end date) for the Universal Public Health Node (UPHN) application.

You will instruct and assist Program Coordinators on user roles and documentation requirements for program applications, granting application-specific permission rights based on Program Area requests. The role also entails processing paper documents for accounts, including scanning, printing, filing, uploading to a tracking system, processing (accepting or rejecting), emailing activation instructions, and mailing PIN letters. You should be proficient with FileNet, HCS, Microsoft Office 365, SharePoint, VCC, ITSM, RSA Admin Console, Redmine, and SMS.

The IT Helpdesk Team Leader will perform various application system testing, including system, regression, integration, functional, usability, business documentation, and compatibility testing, by creating test cases, conditions, and validating results. You will design, create, and update operational helpdesk procedure guides and document diagnostic steps. The ability to work independently on multiple priority projects, transition and multi-task between calls, emails, tickets, and assisting temporary staff is essential. You will lead efforts in updating non-regulated/regulated facilities and organization information based on Program Area requests and HFIS transactions, and perform other assigned tasks for efficient Helpdesk operations.

Experience Requirements

• 24 months experience using Microsoft Office
• 24 months experience in an administrative support role
• Experience and working knowledge of NYS HBITS (Hourly Based Information Technology Services) process, from onset to completion
• Work with OGS Contract Vendors, coordinate with State staff for information gathering and completing required documentation
• Maintain accurate records of all contracts and update in SharePoint system
• Update Excel spreadsheets with contractors' hourly rates, hours worked per month, and compare to invoicing; track spend down

Key Skills/Competency

• Helpdesk Leadership
• ITSM Troubleshooting
• Account Management
• Multi-Factor Authentication
• RSA Administration
• Cyber Incident Response
• Technical Support
• User Training
• Microsoft Office 365
• SharePoint