StateJobsNY

NY HELPNo

AgencyInformation Technology Services, Office of

TitleInformation Technology Specialist 2, ref # 58174

Occupational CategoryI.T. Engineering, Sciences

Salary Grade18

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

Salary RangeFrom $52293 to $66494 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 6 AM

To 2 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? No

County Rensselaer

Street Address Broadway and Fourth Street

Second Floor

City Troy

StateNY

Zip Code12180

Minimum Qualifications One year of permanent competitive service as an Information Technology Specialist 2 OR in a position at G-16 or higher deemed administrative under Section 52.6 of Civil Service Law OR in a position approved for transfer under Section 70.1 of Civil Service Law. The transfer cannot be a second consecutive transfer resulting in advancement of more than two salary grades.

Preferred Qualifications:
• Use of Service Now Ticket tracking software with a focus on Incident and Reporting modules
• Experience with call center queue management software such as Avaya CMS or Cisco call center solutions
• Analytical skills pertaining to defining metrics and goals for a help desk or call center

Candidates must also demonstrate the following:

• High customer relationship and end-user communication skills
• Excellent multi-tasking skills and the ability to prioritize and perform a variety of concurrent tasks with minimal direction
• Excellent phone skills. Efficiently handles high volume of calls, answers and directs inquiries
• Self-motivated. Thrives on doing quality work. Has the independence, initiative, and desire to achieve
• Flexible when adjusting to shifting priorities
• The ability to interact effectively with various types of End Users and resolver staff
• Promote team spirit and work collaboratively to achieve team goals.

Duties Description Under the direction of the Information Technology Specialist 3 within the Enterprise Service Desk, the Information Technology Specialist 2 will be responsible for assisting in the supervision and running of a state wide help desk that supports multiple state agencies and applications throughout the state. This function includes, but is not limited to, the following duties:

• Serve as primary Incident Manager for the assigned shift
• Coordinate the response to high priority incidents impacting Agencies state wide
• Communicate the progress of incident response efforts to impacted customers on a consistent basis
• Asses and correlate multiple incidents to a potential single root cause
• Assist in post-outage analysis of root cause with multiple resolver groups
• Respond to escalation requests to the ITS Customer Care Center (CCC) from both Customers and other Agency Service Desks
• Assist in the supervision of level 1 service desk staff
• Monitor agent and resolver compliance with incident standards
• Must constantly strive for high levels of customer satisfaction in all tasks

Additional Comments 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 Empire State Plaza

Swan Street, Core 4

City Albany

State NY

Zip Code 12220

Notes on ApplyingTo apply, please submit a resume and cover letter indicating that you are applying to Information Technology Specialist 2, Ref. #58174. Please clearly indicate how you qualify for this position. Your Social Security number may be required in order to confirm your eligibility.