Senior IT Digital Support Specialist
About The Position
The Senior IT Digital Support Specialist provides advanced support for the services, technology, and products that IT provides. The role involves setting up and troubleshooting technology, diagnosing complex issues, identifying solutions, helping customers resolve problems, providing technical feedback on changes and enhancements, creating tests and diagnostic procedures, assisting with complex technical solutions, and fulfilling service requests. The position provides advanced technical support to end users and monitors IT systems, networks, and infrastructure for performance, availability, and security issues. It participates in incident response, manages escalated service desk tickets, coordinates with other IT teams and vendors, maintains ServiceNow knowledge articles, improves service desk processes, and coaches junior analysts. The role prioritizes customer satisfaction and timely resolution of incidents and requests. The role is on-site five days per week, participates in a rotational 24/7 after-hours IT support schedule, and requires approximately 50 percent travel to NYPA and Canals sites throughout New York State. The position may involve heavy workloads and after-hours support.
Requirements
- Associate’s degree required.
- Minimum 7 years of directly related experience; 4 years in a desktop support environment is preferred in the minimum education/experience section.
- Extensive experience following ITIL processes and procedures, including ticketing systems such as ServiceNow or Remedy.
- Strong knowledge of ITIL best practices and incident management processes.
- Proficiency troubleshooting hardware, software, network, and system-related problems and using monitoring tools and technologies.
- Experience with desktop operating systems, PCs, laptops, software applications, Active Directory, and remote desktop tools.
- Experience with multi-user computer systems and network architecture, including determining root causes.
- Strong analytical and problem-solving skills and ability to guide junior analysts.
- Ability to identify problems and make well-considered recommendations.
- Ability to communicate effectively with end users at their level of understanding and interact effectively with end users and team members.
- Competency in planning, teamwork, collaboration, initiative, maintaining a positive attitude, and getting work done.
- Demonstrated technical skills in systems analysis techniques.
- Ability to identify and implement practical technical solutions within business-value and cost-benefit parameters.
- Ability to negotiate and reach outcomes accepted by the parties involved.
- Ability to travel to other NYPA sites as required.
- Ability to lift and move items weighing up to 40 pounds regularly; considerable bending and crawling may be required during hardware installations.
- Availability for a rotational 24/7 after-hours IT support schedule and after-hours support as needed.
Nice To Haves
- Bachelor’s degree in Computer Science or a related field.
- Minimum 5 years of experience in the Information Technology field.
- ITIL Foundation, CompTIA A+, HDI Support Center Analyst (SCA), or Certified Information Systems Security Professional certification.
Responsibilities
- Provide advanced technical support to end users by phone, email, or in person; analyze complex incidents, identify root causes, and implement lasting solutions.
- Proactively monitor IT systems, networks, and infrastructure for performance, availability, and security issues; respond promptly to alerts and incidents.
- Participate in incident response during critical outages or security breaches, document incident details and resolutions, and apply incident management best practices.
- Monitor Service Desk queues and ticket handling to meet or exceed response and resolution SLA targets.
- Take ownership of tickets escalated from junior analysts and manage them through resolution or fulfillment, providing timely updates and closure.
- Coordinate with other IT teams and third-party vendors to escalate and resolve issues beyond the Service Desk’s scope.
- Maintain an accurate, up-to-date knowledge base, including ServiceNow articles, troubleshooting steps, solutions, and workarounds.
- Identify opportunities to improve Service Desk processes, tools, procedures, operational efficiency, and user satisfaction.
- Stay current with technology trends, emerging technologies, and IT monitoring and support best practices; propose improvements to monitoring tools and service delivery.
- Coach junior Service Desk analysts and conduct training and knowledge-sharing activities.
- Deliver exceptional customer service and foster a positive, supportive Service Desk environment.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
