IT Digital Support Specialist
About The Position
The NYPA IT Service Desk provides comprehensive daily support for all resources related to the activities, services, technologies, and products delivered by the IT organization. This includes troubleshooting technical issues, offering expert guidance on system changes and enhancements, fulfilling service requests, and training and supporting technology users across the enterprise. The IT Digital Support Specialist serves as a senior technical resource, delivering advanced support and ensuring an exceptional IT service experience for end users. This role leverages extensive IT support expertise to resolve complex technical problems, enhance service desk operations, and improve overall organizational efficiency. Key responsibilities include monitoring critical systems to maintain continuous IT service availability and providing expert, high quality technical assistance to internal users.
Requirements
- Experienced in following ITIL processes, procedures including ticketing systems (like ServiceNow, Remedy, etc).
- Experience supporting end-user Operating Systems (Windows, MacOS)
- Experience supporting M365 products, including SharePoint Online, OneDrive, Teams, etc.
- Strong communication and collaboration skills.
- Skilled in understanding and managing risks appropriately.
- Experience with end-user compute devices and peripherals (laptops, desktops, printers, scanners, and mobile device configuration).
- Strong aptitude to learn and adapt to new technologies, methods, processes, and procedures.
- Experience in supporting software applications, Active Directory, and Remote Desktop Tools.
Nice To Haves
- May require certifications and licensures needed to meet Energy industry, federal, state, or local regulations.
Responsibilities
- Provide IT Services including desktop, mobile, infrastructure, application management.
- Assist in monitoring compliance with IT standards and processes.
- Leverage established metrics and KPIs to continually assist in improving IT service delivery.
- Assist in the operation, support, and improvement of NYPA ITIL processes such as: Change Management, Configuration/Inventory Management, Incident and Problem Management, and Request Fulfilment.
- Assist in publishing and maintaining ITSM related processes workflows and procedure documents.
- Support in improving the IT Service Catalog.
- Assist with the testing and implementation of new systems.
- Function as backup to other roles within the department.
- Support rotational after-hours on-call support.
Benefits
- The New York Power Authority is committed to providing fair, competitive, and market-informed compensation.
- NYPA accepts a standard 12-month F-1 Optional Practical Training (OPT) visa for certain roles.
- The New York Power Authority and Canal Corporation believes that diversity, equity, and inclusion drive our success, and we encourage women, people of color, LGBTQIA+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents and veterans to apply.
- As an equal opportunity employer, NYPA/Canals is committed to building inclusive, innovative work environments with employees who reflect communities across New York and enthusiastically serve them.
- NYPA/Canals will also provide reasonable accommodations during the hiring process related to candidates’ disabilities, pregnancy-related conditions, religious observances/practices and/or domestic violence concerns.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
