Accountant Clerk

Location: 800 North Pearl Street / Empire State Plaza, Albany, NY

Pay $21/hr

Position Overview:
We are seeking an experienced Accountant Clerk to support healthcare provider systems and user access services for New York State public health programs. This role will provide leadership and technical guidance to helpdesk team members while assisting healthcare providers, public health employees, and partner agencies with system access, account management, and technical troubleshooting.

The ideal candidate will have strong technical support experience, excellent communication skills, and the ability to manage multiple requests in a fast-paced environment.

Key Responsibilities:

Helpdesk Leadership & Support

• Serve as team lead for the Provider Helpdesk, providing guidance, instruction, and training to team members and partner agencies.
• Troubleshoot account access issues, including account provisioning, deprovisioning, password resets, and user account reactivation.
• Assist users with system navigation, browser configuration, and application access issues.
• Provide support for Multi-Factor Authentication (MFA), RSA token setup, PIN resets, distribution, and troubleshooting.

Technical Support & Issue Resolution

• Investigate and resolve IT Service Management (ITSM) tickets and helpdesk requests in a timely manner.
• Respond to Level 2 help desk requests from healthcare providers, public health staff, first responders, and partner agencies.
• Troubleshoot and resolve user access issues related to program applications.
• Collaborate with security and IT teams to address system access and cyber incident concerns.

Account Management & System Administration

• Process user access requests, including vetting users, creating accounts, assigning permissions, and managing account lifecycle activities.
• Grant application-specific access based on program area requirements.
• Process documentation for user accounts, including scanning, uploading, and maintaining records in tracking systems.
• Process Automated File Transfer (AFT) accounts for the Universal Public Health Node (UPHN) application.
• Maintain facility and organization records based on program area requests.

Security & Compliance

• Investigate potential cyber incidents and deactivate shared accounts when unauthorized activity is detected.
• Follow up with appropriate entities regarding security concerns.

Documentation & Testing

• Design, update, and maintain helpdesk operational procedures and documentation.
• Document troubleshooting steps and resolutions for support cases.
• Participate in application system testing including system, regression, integration, and usability testing.
• Create and execute test cases and validate results.

Additional Duties

• Assist with posting press releases and other administrative tasks as needed.
• Support multiple projects simultaneously and assist temporary staff when required.
• Perform additional duties assigned by supervisors to support helpdesk operations.

Required Qualifications

• Minimum 24 months of experience using Microsoft Office (Word, Excel, Outlook, etc.)
• Minimum 24 months of experience in an administrative support or helpdesk environment
• Strong troubleshooting and technical support skills
• Excellent written and verbal communication skills
• Ability to multitask and prioritize work across multiple systems and support channels

Preferred Qualifications

• Experience working with New York State HBITS (Hourly Based Information Technology Services) processes
• Experience coordinating with OGS contract vendors and state staff
• Experience maintaining contract documentation and tracking contractor hours and invoices
• Familiarity with systems including:
  • FileNet
  • Health Commerce System (HCS)
  • Microsoft Office 365
  • SharePoint
  • ITSM
  • RSA Admin Console
  • Redmine
  • VCC
  • SMS

 

Work Environment
This role supports critical public health systems and works closely with healthcare providers, state agencies, and internal technical teams to ensure secure and reliable system access.

Our ideal candidates are the type of people that want to get up for work every day, not sit around like a couch potato. The best candidates for AccuStaff are the ones who look at a glass half full, and are able to take advantage of each opportunity to show how they can contribute. Do we control every opportunity? Certainly not, but like our clients, we search for motivated people who want to succeed.