Telephony & Video IT Specialist - 24/7 Enterprise Support

NYS Office of Information Technology Services; New York (NY); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Thirteen paid holidays annually

Vacation and personal leave

Job summary

The New York State Office of Information Technology Services (ITS) provides 24/7 operational support for thousands of applications across state agencies, and this role focuses on advanced analysis, engineering, and support of UniteNY telephony and video environments. You will handle MACD provisioning, incident response, and vendor coordination, with documentation duties and occasional travel.

Under supervision of the Information Technology Specialist 3, you will contribute to delivering reliable

Qualifications

• Bachelor's degree or higher in any field plus one year in information technology, or 60 credit hours with 15 in CS and one year IT experience, or two years IT experience.
• Experience with provisioning (MACD), incident support, and ITSM workflows is preferred.
• Ability to develop and maintain system documentation and procedures.

Responsibilities

• Perform MACD provisioning and incident support for ITS telephony, video conferencing, and online meetings.
• Triage ITSM resolver queues to ensure timely incidents and service requests.
• Coordinate with vendors and carriers for MACD support and break/fix work.
• Implement and support changes to UniteNY telephony, video conferencing, and online meetings environments.
• Collaborate with ITS project teams to ensure timely, complete service delivery.
• Review business requirements to ensure UniteNY user needs are met and delivered on time.
• Develop and maintain comprehensive system documentation and procedures.
• Work outside normal hours and be on-call due to 24/7 systems; occasional travel may be required.

Skills

Advanced analysis

Engineering

Implementation

ITSM incident handling

Vendor coordination

Documentation

On-call readiness

Education

Bachelor's degree or higher in any field

60 credit hours incl. 15 in CS + 1 year IT exp

Two years of professional IT experience

Job description

The New York State Office of Information Technology Services (ITS) provides 24/7 operational support for thousands of applications across state agencies, and this role focuses on advanced analysis, engineering, and support of UniteNY telephony and video environments. You will handle MACD provisioning, incident response, and vendor coordination, with documentation duties and occasional travel.

Under supervision of the Information Technology Specialist 3, you will contribute to delivering reliable