NY HELPNo

AgencyInformation Technology Services, Office of

TitleProject Assistant Ref# 7370

Occupational CategoryI.T. Engineering, Sciences

Salary GradeNS

Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)

Salary RangeFrom $84156 to $106454 Annually

Employment Type Full-Time

Appointment Type Temporary

Jurisdictional Class Competitive Class

Travel Percentage 0%

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 9 AM

To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? Yes

Telecommuting allowed? Yes

County Albany

Street Address Menands - 80 Broadway, Flr 1

City Menands

StateNY

Zip Code12204

Minimum Qualifications Minimum Qualifications:

Five years of professional experience in computer programming which must have involved the planning, configuration, testing, implementation, and/or management of the systems environment that supports the organization's information technology architecture and business needs.

OR

A bachelor's degree in any field including or supplemented by 15 semester credit hours in computer science with at least 9 semester credit hours in programming languages and two years of experience in computer programming; or a bachelor's or higher-level degree in any field and three years of experience in computer programming; or an associate degree with 15 semester credit hours in programming languages and four years of experience in computer programming.

Duties Description Under the direction of an Information Technology Specialist 4, SG-25, within the Chief Technology Office, Workplace Services Bureau, the Project Assistant, SGE-23, will function as supervisor and oversight of the specialized desktop support staff for the OCFS Call Center. This position will support OCFS, specifically, and may require lifting equipment weighing up to 50 pounds, and intermittent travel.
Specific duties include, but are not limited to, the following:
- Work with Call Center clients to ensure their specific business requirement needs are being met.
- Ensure any required downtime for Call Center staff is kept to the utmost minimum for any necessary Refresh, Onboarding, or Offboarding activities.
- Confirm IT Service Management (ITSM) system incident & request tickets within designated ITSM assignment group are being responded to and resolved within established service level objectives.
- Ensure the unit is staffed appropriately to respond to Call Center IT needs in a timely fashion.
- Ensure staff are accurately documenting steps taken to address the IT needs of the Call Center in their ITSM tickets.
- Ensure compliance with Information Technology Infrastructure Library (ITIL) Standards, and train staff to understand ITIL incident process.
- Lead the team of Workplace Services staff which respond to and resolve issues involving the systems used extensively by the Call Center. These systems include but are not limited to: Collaboration Tools (Skype, WebEx, SharePoint, Web Conferencing), MS 365 applications, MS Outlook, iOS, Windows Desktop, MS Active Directory, and Windows Operating systems.
- Implement hardware and software installations throughout the agency. This includes planning, scheduling, configuration, installation, and follow-up.
- Create, review, and update technical documentation as necessary.
- Manage work queues, gather performance metrics, and conduct problem analysis as required.
- Communicate regularly with end-users and other IT/agency staff to gather information necessary to diagnose and resolve problems or assess operational requirements.
- Perform the full range of supervisory responsibilities, including fostering a positive and productive work environment.

Additional Comments 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

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.

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

Name Jasmina Gordon

Telephone 518-474-7073

Fax 518-402-4924

Email Address PostingResponses@its.ny.gov

Address

Street Empire State Plaza, Swan Street Building, Core 4

PO Box 2062

City Albany

State NY

Zip Code 12220

Notes on ApplyingTo apply for this position, please send a cover letter and resume indicating that you are applying for Project Assistant Ref# 7370 and include the Vacancy ID in the subject line. In your cover letter, please clearly indicate how you meet the minimum qualifications as stated above and describe relevant experience for this position.