Information Technology Specialist 2 (NY HELPs) - 6085

NYS Office of Information Technology Services; New York (NY); Hybrid; USD 65,000 - 83,000; Full time

Job summary

An established industry player in New York State is seeking a dedicated Information Technology Specialist to join their team. This role involves providing essential desktop support and technical assistance to various client agencies, ensuring that IT services run smoothly. You will be responsible for troubleshooting issues, installing software, and configuring printers while working collaboratively with other IT professionals. This position offers a chance to contribute to the efficiency of state operations and provides a comprehensive benefits package. If you are passionate about technology and eager to make a difference in public service, this opportunity is perfect for you.

Benefits

Generous benefits package

Health Care Benefits

Paid Time Off

Retirement System Membership

Public Service Loan Forgiveness

Qualifications

• Bachelor's degree in computer science or related field required.
• Experience in desktop support and IT troubleshooting is essential.

Responsibilities

• Provide desktop support and troubleshoot technical issues for clients.
• Install and configure software and applications as needed.
• Monitor ITSM work queues to resolve client requests efficiently.

Skills

Desktop Support

Technical Troubleshooting

Customer Service

Software Installation

Printer Configuration

Education

Bachelor's Degree in Computer Science

Bachelor's Degree in any field with IT experience

Tools

IT Service Management (ITSM) System

Multi-function Printers

Job description

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An official website of New York State.

Agency Information

Agency: Information Technology Services, Office of

Occupational Category: I.T. Engineering, Sciences

Salary Grade: 18

Bargaining Unit: PS&T - Professional, Scientific, and Technical (PEF)

Salary Range: From $65,001 to $82,656 Annually

Employment Type: Full-Time

Jurisdictional Class: Competitive Class

Travel Percentage: 0%

Workweek: Mon-Fri

Workday

From 8 AM To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

County: Albany

Street Address: Swan St. Bldg, Core 3, Flr 4

City: Albany

State: NY

Duties Description

Under the general direction of an Information Technology Specialist 3, SG-23, within Dedicated Support/Sector D, the Information Technology Specialist 2/Zone Technician, SG-18, will function as general desktop support staff for the NYS Office of IT Services (ITS). These positions will be assigned to a variety of locations in support of ITS’s client agencies and may require lifting equipment weighing up to 50 pounds, intermittent travel, and some overtime.

Specific duties include, but are not limited to, the following:

1. Review and respond to IT Service Management (ITSM) system incident and request tickets within designated assignment group.
2. Receive and professionally and courteously address desktop support calls transferred by the Service Desk.
3. Monitor ITSM work queues to ensure timely and effective resolution/fulfillment of client requests.
4. Collaborate with counterparts within other regional areas as workload dictates.
5. Install, load, and configure software and applications.
6. Troubleshoot and provide technical assistance to clients.
7. Obtain base knowledge in the core products used by supported clients.
8. Document diagnostic steps taken to troubleshoot/resolve client issues.
9. Work with other ITS groups to resolve computer-related issues.
10. Install, configure, and troubleshoot multi-function printers and network printers.
11. Work with vendor support to resolve technical problems with agency IT equipment.
12. Troubleshoot and provide technical on-site assistance to clients.
13. Train and orient users on hardware and software where appropriate.

Minimum Qualifications

Open Competitive: A bachelor's or higher-level degree including or supplemented by 15 semester credit hours in computer science.

OR

A bachelor's or higher-level degree in any field and one year of experience in information technology; or 60 semester credit hours including or supplemented by 15 semester credit hours in computer science and one year of professional experience in information technology.

OR

Two years of professional experience in information technology.

Transfer: Open to NYS employees with one year of permanent competitive service as an Information Technology Specialist 2 or Information Technology Specialist 2 Programming, G-18; OR in a title G-16 or above deemed administrative under Section 52.6 of the Civil Service Law.

55b/c Appointment: This position is eligible for 55b/c designation and candidates are encouraged to apply.

NYS HELPS: This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).

Additional Comments

Some positions may require fingerprinting. Some positions may require up to 25% travel and/or lifting up to 50 lbs. Some positions are pending Civil Service approval. Details of position(s) will be described further if you are selected for an interview.

Positions located in New York City will receive an additional $3,400 downstate adjustment location pay with regular annual salary. Positions located in the Mid-Hudson will receive an additional $1,650 adjustment location pay.

For the duration of the NY HELPS Program, this title may be filled via a non-competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply. At this time, agencies may recruit and hire employees by making temporary appointments. In May 2024, if a temporary NY HELPS employee is satisfactorily performing in the position, the appointment will be changed from temporary pending Civil Service Commission Action to permanent non-competitive and the official probationary period will begin.

At a future date (within one year of permanent appointment), it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded with all of the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.

We are recruiting for positions within this role.

Benefits of Working for NYS

Generous benefits package, worth 65% of salary, including:

• Holiday & Paid Time Off
• 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

Health Care Benefits

• Eligible employees and dependents can pick from a variety of affordable health insurance programs
• Family dental and vision benefits at no additional cost

Additional Benefits

• 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)
• And many more.

The Office of Information Technology Services is an equal opportunity employer, and we recognize that diversity in our workforce is critical to fulfilling our mission. We encourage all individuals with disabilities to apply.

Some positions may require additional credentials or a background check to verify your identity.

Contact Information

Name: ITS Human Resources

Telephone: [phone]

Fax: [phone]

Email Address: [e-mail]

Address

Swan Street Building, Core 4, Floor 1

City: Albany

State: NY

Notes on Applying

To apply for this position, please submit a cover letter and resume clearly indicating how you qualify. Your Social Security number may be required to confirm eligibility.

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