Job Title: Computer Support Specialist (Complaint & Incident Database Specialist)Location: Albany, NY
Type: Full-Time / Contract (Up to 2 Years )
Schedule: Monday Friday, 8:30 AM 4:30 PM (No overtime or holiday hours)
Position Summary
Penda Aiken inc. is a staffing firm located in Brooklyn New York. Our client, a New York State Agency located at 44 Holland Avenue in Albany, NY, is seeking a Computer Support Specialist to join their Customer Relations and complaint monitoring team. In this role, you will receive calls and correspondence from state agency partners, log outcomes, conduct safety checks on reported allegations of abuse, and provide database user support and technical assistance across agency systems.
Primary Responsibilities
Customer Support & Intake: Receive inbound calls and correspondence from other NYS agencies via the Verizon Virtual Contact Center, logging complaint details, next steps, and outcomes accurately.
Database Management & Data Entry: Create, enter, modify, and update complaint records within the NIMRS database; monitor reports to ensure timely, high-quality responses.
System Operations & Navigation: Independently navigate state specialized databases, including NIMRS, Concerts, and MHPD, to complete routine complaint and safety check duties.
Safety Check Coordination: Perform safety checks regarding reported allegations of abuse and coordinate with service providers to ensure safety check contacts are correctly entered in MHPD.
Technical Assistance & Troubleshooting: Assist agency Field Office staff and service providers with troubleshooting complaint entries in NIMRS, logging incidents, and generating system reports.
Minimum Qualifications & Requirements
Education & Certifications: No formal degree or technical certification required.
Technical Skills: Strong data entry skills and experience navigating contact center software, database systems, and report monitoring tools.
Core Competencies: Ability to work independently, deliver technical guidance to system users, and manage sensitive communications professionally.
Background & Compliance Requirements
Vaccination Requirements: No vaccines required for work performed at this Albany location.
Training: Full agency-specific system and operational training will be provided upon hire.