Information Technology Specialist 3, Workplace Services, 10144
About The Position
The New York State Office of Information Technology Services (ITS) provides operational support 24 hours a day, 7 days a week, 365 days of the year, supporting more than 4,900 applications for 53 New York State Agencies. Under the general direction of the Information Technology Specialist 4, the Information Technology Specialist 3 will function as manager of lower-level general desktop support staff for End User Support within the NYS Office of IT Services (ITS), Dedicated Support, Department of Transportation (DOT), Workplace Services Unit. This position may require lifting equipment weighing up to 50 pounds, intermittent travel, and some overtime. The duties of this position include, but are not limited to: Review and assign IT Service Management (ITSM) system incident and request tickets within designated assignment group. Receive and professionally and courteously address desktop support calls transferred by the Service Desk. Monitor ITSM work queues to ensure timely and effective resolution/fulfillment of client requests. Collaborate with counterparts within other regional areas as workload dictates. Install, load, and configure software and applications. Troubleshoot and provide technical assistance to clients. Obtain base knowledge in the core products used by supported clients. Document diagnostic steps taken to troubleshoot/resolve client issues. Work with other ITS groups to resolve computer-related issues. Install, configure, and troubleshoot Multi-function Printers and Network printers. Work with vendor support to resolve technical problems with agency IT equipment. Train and orient users on hardware and software where appropriate. Perform the full range of supervisory responsibilities, as applicable.
Requirements
- One year of permanent competitive services as an Information Technology Specialist 3 OR in a position at SG-21 or higher deemed administrative under Section 52.6 of Civil Service Law OR in a title eligible for transfer under Section 70.1 of Civil Service Law.
- The transfer cannot be a second consecutive transfer resulting in advancement of more than two salary grades.
- Appointment to this position and continued employment with the agency is contingent upon obtaining and/or maintaining New York State residency within six months of hiring.
- Appointment to this position is not final until all agency approvals have been granted.
Responsibilities
- Review and assign IT Service Management (ITSM) system incident and request tickets within designated assignment group.
- Receive and professionally and courteously address desktop support calls transferred by the Service Desk.
- Monitor ITSM work queues to ensure timely and effective resolution/fulfillment of client requests.
- Collaborate with counterparts within other regional areas as workload dictates.
- Install, load, and configure software and applications.
- Troubleshoot and provide technical assistance to clients.
- Obtain base knowledge in the core products used by supported clients.
- Document diagnostic steps taken to troubleshoot/resolve client issues.
- Work with other ITS groups to resolve computer-related issues.
- Install, configure, and troubleshoot Multi-function Printers and Network printers.
- Work with vendor support to resolve technical problems with agency IT equipment.
- Train and orient users on hardware and software where appropriate.
- Perform the full range of supervisory responsibilities, as applicable.
Benefits
- Generous benefits package, worth 65% of salary, including:
- Thirteen (13) paid holidays annually
- Up to Thirteen (13) days of paid vacation leave annually
- Up to Five (5) days of paid personal leave annually
- Up to Eight (8) days of paid sick leave annually
- Up to three (3) days of professional leave annually to participate in professional development
- Eligible employees and dependents can pick from a variety of affordable health insurance programs
- Family dental and vision benefits at no additional cost
- New York State Employees' Retirement System (ERS) Membership
- NYS Deferred Compensation
- Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds
- Public Service Loan Forgiveness (PSLF)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Executive, Legislative, and Other General Government Support
Education Level
No Education Listed
Number of Employees
251-500 employees
