StateJobsNY

NY HELPNo

AgencyInformation Technology Services, Office of

TitleInformation Technology Specialist 2, Ref. #17330RN

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 Other (see below)

"Other" Explanation (NIGHT AND WEEKEND) - Sunday through Thursday or Tuesday through Saturday. TBD <br />

Hours Per Week 37.5

Workday

From 12 AM

To 8 AM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? No

County Albany

Street Address State Office Campus Bldg 22

City Albany

StateNY

Zip Code12210

Minimum Qualifications Open to NYS employees with one year of permanent competitive service as an Information Technology Specialist 2, G-18; OR in a position at the G-16 level or above deemed administrative under Section 52.6 of the Civil Service Law; OR in a title designated appropriate for Section 70.1 transfer under Civil Service Law, such as Supervising Computer Operator, G-18. The transfer cannot be a second consecutive transfer resulting in an advancement of more than two grades.

Duties Description Job duties include but are not limited to:
• Supervise multiple first level Call Center Staff.
• Interface with Public Safety Call Center management and PSC management as required.
• Act as the point of contact for all users of the Public Safety Cluster as well as the IJ Portal and other law enforcement agencies.
• Professionally and courteously address and resolve first level support calls reported by both internal and external customers.
• Log calls in the help desk software database for proper recordkeeping and subsequent reporting.
• Accurately document the details of the user request or issue and the diagnostic steps performed when troubleshooting the issue. Assist the user with resolution using existing procedures and documentation.
• Create ad hoc reports as requested.
• Escalate unresolved calls to the appropriate and designated technical/administrative/operational personnel, per the Public Safety Customer Contact Center “Escalation Model”.
• Document calls before they are escalated to higher levels for resolution.
• Periodically follow up on tickets that have been escalated to ensure continuity of customer service.
• Use core tools to assist users when needed and obtain a base knowledge in the core products supported by the Public Safety Customer Contact Center.
• Assist in remotely configuring and installing workstation hardware, software, and network connectivity, accurately documenting the process and scope.
• Review and enter second and third level solutions into the database for future problem resolution.
• Create articles for a knowledge base to help resolve future problems more efficiently and effectively.

Additional Comments This position will be a non-day shift position within the Public Safety Call Center. Additional details on work hours will be discussed at the time of interview. Some positions 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 NYS Office of IT Services

Empire State Plaza, P.O. Box 2062

City Albany

State NY

Zip Code 12220

Notes on ApplyingTo apply, please submit a resume and cover letter indicating that you are applying for Information Technology Specialist 2, Ref. #17330RN. Please clearly indicate how you qualify for this position. Your Social Security number may be required to confirm your eligibility.