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Computer Support Specialists
Ref No.: 18-01529
Location: Albany, New York
Position Type:Contract
Start Date / End Date: 10/03/2018 to 03/31/2019
Computer Support Specialists
Region 1, Lot 5


Work will be conducted between the hours of 8:00 am and 5:00 pm, Monday to Friday.

1) Answers in depth/level 2 telephone inquiries from schools, parents and students daily using a PC and financial aid resources to obtain data. A detailed knowledge of the HESC processing systems as well as in-depth knowledge of the various Federal Financial Aid Programs, the Tuition Assistance Program (TAP), other Grants and Scholarship programs. Navigates between several program systems, mainframe sessions, databases, and web screens efficiently to provide information effectively. Have knowledge of the FAFSA (Free Application for Federal Student Aid).
2) Obtains, confirms, and interprets necessary data and correctly conveys verbally such, using available technological systems. Accuracy in obtaining and disseminating information is extremely important.
3) Handles all processing issues. Processes transactions and updates online.
4) Maintains follow-up system for tracking problem issues that are received over the phone to ensure problem resolution. Processes transactions and updates on-line.
5) Enforces final denial decisions made on complicated accounts and difficult processing problems.
6) Routes calls to appropriate individuals or divisions within the Agency, other State agencies, various Federal program areas and servicers or colleges as necessary. Information given must be accurate and provided in a courteous and prompt manner.
7) Utilizes required technology appropriately i.e. VCC telephone System/AUX event buttons.
8) Completes required training set forth by the agency.
9) Performs other duties as assigned by supervisor.

Personnel will be required to follow all HESC rules, policies and procedures. The Contractor, its officers, agents and employees and subcontractors, shall treat all information, with particular emphasis on any personal information, as confidential information to the extent required by the Laws of the State of New York and of the United States.
Contractor is obligated to submit accurate and complete bills.