StateJobsNY

NY HELPNo

AgencyInformation Technology Services, Office of

TitleInformation Technology Specialist 1, Ref. #13282

Occupational CategoryI.T. Engineering, Sciences

Salary Grade14

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

Salary RangeFrom $41993 to $53606 Annually

Employment Type Full-Time

Appointment Type Contingent Permanent

Jurisdictional Class Competitive Class

Travel Percentage 0%

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 8 AM

To 4 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? No

County Albany

Street Address Swan Street Building, Core 2

City Albany

StateNY

Zip Code12220

Minimum Qualifications Open to NYS employees with one year of permanent competitive service as an Information Technology Specialist 1, G-14, OR in a position at G-12 or above deemed administrative under Section 52.6 of the Civil Service Law OR in a title eligible for transfer under Section 70.1 of Civil Service Law. The transfer cannot be a second consecutive transfer resulting in an advancement of more than two salary grades.

Candidates eligible for consideration under Section 70.4 with one year of permanent competitive service in G-12 or above with active status on the eligible list for this title and those eligible for consideration under Section 55-b/c are also encouraged to apply. For 55-b/c consideration, candidates must satisfy at least one of the following:

1. Associate's or higher-level degree in computer science, computer information systems, telecommunications, or management information systems; OR

2. A minimum of 60 college semester credit hours including at least 15 credit hours in computer science; OR

3. A total of one year of experience in the following computer related areas: network, sever, storage, and systems management; telecommunications; IT customer support and training; computer installation, diagnosis and repair; technical writing; computer security; knowledge management; database administration, design and management; internet/intranet development, design and maintenance; information technology project management; design and development of geographic information systems or computer aided drafting applications; computer programming; business/systems analysis; program design; or program testing.

Duties Description This position is within the Chief Operations Office End User Services, the Information Technology Specialist 1 will be responsible for answering customer calls at the GGC WCB service desk, tracking incidents and other user account management tasks as assigned. Duties include, but are not limited to, the following:

• Receive and log all incoming Service Desk incidents/requests including telephone, email, and walk-ins. Respond in a professional, courteous and prompt manner. Obtain all relevant information from the requester.
• Provide immediate assistance where possible, resolving problems during the initial call.
• Prioritize and route all incidents/requests requiring Level 2/3 support appropriately.
• Ensure incidents/requests are acted on within approved timeframes and act as the central point of contact through completion of the incident/request.
• Provide assistance to outside users of various online systems.
• Communicate with agency management and staff regarding system downtime or other scheduled events.
• Obtain a base knowledge in the core products supported by the Service Desk and continually take responsibility for increased knowledge of supported products.
• Ensure Service Desk coverage is provided during established business hours and coordinate schedule with Service Desk supervisor to ensure coverage.
• Maintain proper knowledge and usage of call tracking software.
• Work cooperatively with colleagues
• Perform user account administration tasks.
• Assist with the documentation of Service Desk procedures as assigned.
• Perform other duties as assigned.

Additional Comments End User Services positions may include some travel and lifting up to 50 lbs., additional information will be provided at time of interview. Some positions may require fingerprinting.

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

Name Amy Sacco

Telephone 518-473-0398

Fax 518-402-4924

Email Address HR.recruitment@its.ny.gov

Address

Street Office of IT Services

Empire State Plaza, PO Box 2062

City Albany

State NY

Zip Code 12220

Notes on ApplyingTo apply, please send a cover letter and resume to the attention of Amy Sacco and indicate that you are applying for Information Technology Specialist 1, ref. #13282. Please clearly indicate how you meet the minimum requirements for this position. Your Social Security number may be required in order to confirm your eligibility.