Senior IT Digital Support Specialist

NYPA • White Plains, NY

6d • Onsite

About The Position

The Senior IT Digital Support Specialist provides advanced technical support for the services, technology, and products that IT provides. The role includes setting up and troubleshooting technology, 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 also supports IT activities and services that sustain organizational strategies and objectives, including digital transformation and research and development services.

The specialist monitors IT systems, networks, and infrastructure, responds to incidents and alerts, and contributes to incident response during critical outages or security breaches. The role involves ownership of escalated service tickets, coordination with IT teams and vendors, maintenance of ServiceNow knowledge articles, process improvement, and coaching and training junior analysts. The position is on-site five days per week, includes a rotational 24/7 after-hours support schedule, and requires approximately 50 percent travel to NYPA and Canals sites throughout New York State.

Requirements

• Associate’s degree required.
• Minimum 7 years of directly related experience, including 4 years in a desktop support environment preferred.
• 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.
• Excellent communication and interpersonal skills for interacting effectively with end-users and team members.
• Proficiency troubleshooting hardware, software, network, and system-related problems and using monitoring tools and technologies.
• Ability to guide junior analysts and strong analytical and problem-solving skills.
• 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.
• Ability to identify problems and make well-thought-out recommendations.
• Ability to communicate effectively with end-users at their level of understanding.
• 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 acceptable business-value and cost-benefit parameters.
• Ability to negotiate and reach outcomes that gain the support and acceptance of involved parties.
• May require certifications and licensures needed to meet energy industry, federal, state, or local regulations.
• Ability to work on-site five days per week, participate in a rotational 24/7 after-hours IT support schedule, and travel approximately 50 percent to NYPA and Canals sites throughout New York State.
• Ability to lift and move items weighing up to 40 pounds regularly; considerable bending and crawling may be required during hardware installations.

Nice To Haves

• Bachelor’s degree in Computer Science or a related field preferred.
• Minimum 5 years of experience in the Information Technology field preferred.
• ITIL Foundation, CompTIA A+, HDI Support Center Analyst (SCA), or Certified Information Systems Security Professional certification.

Responsibilities

• Provide advanced-level technical support to end-users by phone, email, or in person.
• Analyze and troubleshoot complex incidents, identify root causes, and implement long-term solutions to reduce recurring problems.
• 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 and document incident details, actions, and resolutions.
• Apply incident management best practices to support timely resolution.
• Monitor Service Desk queues and ticket handling to meet or exceed response and resolution SLA targets.
• Own escalated tickets from junior analysts through resolution or fulfillment, providing timely updates and ensuring closure.
• Coordinate with other IT teams and third-party vendors to escalate and resolve issues beyond the Service Desk's scope.
• Maintain and update a comprehensive knowledge base, including ServiceNow articles, troubleshooting steps, solutions, and workarounds.
• Identify opportunities to improve Service Desk processes, tools, procedures, service efficiency, and user satisfaction.
• Stay informed about technology trends, emerging technologies, and IT monitoring and support best practices.
• Propose improvements to monitoring tools, processes, and procedures to optimize IT operations and service delivery.
• Coach junior Service Desk analysts and help develop their technical and customer service skills.
• Conduct training and knowledge-sharing activities to improve the team's knowledge base.
• Deliver exceptional customer service and foster a positive, supportive Service Desk environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree