IT Digital Support Specialist

New York Power Authority; City of White Plains (NY); On-site; USD 75,000 - 94,000; Full time

Job summary

New York Power Authority in White Plains is seeking an IT Digital Support Specialist to deliver advanced end-user IT support, monitor critical systems, and guide end users through technical issues to ensure an excellent service experience.

The role requires strong ITIL knowledge, experience with Windows and MacOS, M365 (SharePoint Online, OneDrive, Teams), and ticketing systems like ServiceNow or Remedy; a 4-year related background and an associate degree are preferred.

Qualifications

• Associate degree with 4+ years of related IT support experience preferred.
• Certifications/licensures for energy industry regulations may be required.

Responsibilities

• Provide IT services including desktop, mobile, infrastructure, and application management.
• Monitor compliance with IT standards and processes.
• Use metrics and KPIs to improve IT service delivery.
• Support and improve ITIL processes such as Change, Configuration/Inventory, Incident/Problem, and Request Fulfillment.
• Publish and maintain ITSM processes and workflows.
• Help improve the IT Service Catalog.
• Assist with testing and implementation of new systems.
• Serve as backup to other roles in the department.
• Support rotational after-hours on-call.</n>

Skills

ITIL processes

Ticketing systems

Windows

MacOS

M365 suite

SharePoint Online

OneDrive

Teams

End-user devices

Communication skills

Remote Desktop

Education

Associate degree

Bachelor's degree in CS/related

Tools

ServiceNow

Remedy

Active Directory

Remote Desktop Tools

Job description

Summary

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.

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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.

Knowledge, Skills and Abilities

• 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.

Education, Experience and Certifications

Minimum Education/Experience:

• Associate's degree required with minimum 4 years of directly related experience preferred.
• May require certifications and licensures needed to meet Energy industry, federal, state, or local regulations.

Preferred Education/Experience:

• Bachelor's degree in Computer Science or related field with minimum 2 years of experience in Information Technology field preferred.

Physical Requirements

• Depending on the position, may be required to travel to other NYPA sites.
• Will be required to lift and move items weighing up to 40 lbs. on a regular basis.
• Considerable bending and crawling may be required in hardware installations.
• Roles may subject to extreme workloads and after hours support as needed.

The New York Power Authority is committed to providing fair, competitive, and market-informed compensation. The estimated salary range for this position is: $75,000 - $94,000. The salary offered will be determined based on the successful candidates' relevant experience, knowledge, skills, and abilities.

Disclaimer: NYPA accepts a standard 12-month F-1 Optional Practical Training (OPT) visa for certain roles. However, please be advised that NYPA is not an E-Verify employer, and as such, we are ineligible to support the F-1 STEM (Science, Technology, Engineering and Mathematics) OPT extension (24-month add-on).

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. We proudly celebrate diversity and do not discriminate based on race/color, creed/religion, national origin, citizenship or immigration status, age, disability, military status, gender/sex, sexual orientation, gender identity/expression, pregnancy and related conditions, familial/marital status, domestic violence victim status, predisposing genetic characteristics, arrest/criminal conviction record or any other category protected by law.

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. To request an accommodation, please email [e-mail].