Information Technology Specialist 4 - 9758
About The Position
Under the direction of a Manager Information Technology Services, SG27, within the Dedicated Support team, Office of Mental Health and Office of Addiction Services and Supports Portfolio, duties include but are not limited to: Review and assign IT Service Management (ITSM) system incident and request tickets within their designated assignment groups. 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. Troubleshoot and provide technical on-site assistance to clients. Lead and facilitate team meetings, provide recommendations, identify risks, and facilitate reviews. Oversee onsite Agency Initiatives at the OMH Locations in their assigned hospital(s)/locations. Escalate any priority requests. Develop training plans and performance evaluations. Manage all aspects of IT support at their hospital(s)/locations. Perform a full range of supervisory duties.
Requirements
- Open to NYS employees with one year of permanent competitive service as an Information Technology Specialist 4, SG25 OR in a position at the SG23 level 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.
- Candidates must be reachable on the current eligible list for this title in order to be list appointed.
Responsibilities
- Review and assign IT Service Management (ITSM) system incident and request tickets within their designated assignment groups.
- 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.
- Troubleshoot and provide technical on-site assistance to clients.
- Lead and facilitate team meetings, provide recommendations, identify risks, and facilitate reviews.
- Oversee onsite Agency Initiatives at the OMH Locations in their assigned hospital(s)/locations.
- Escalate any priority requests.
- Develop training plans and performance evaluations.
- Manage all aspects of IT support at their hospital(s)/locations.
- Perform a full range of supervisory duties.
Benefits
- 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 Thirteen (13) days of paid sick leave annually for PEF.
- 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
Manager
Industry
Executive, Legislative, and Other General Government Support
Education Level
No Education Listed
Number of Employees
251-500 employees
