Review Vacancy
AgencyInformation Technology Services, Office of
TitleInformation Technology Specialist 3, ref #17867
Occupational CategoryI.T. Engineering, Sciences
Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)
Salary RangeFrom $67703 to $85635 Annually
Appointment Type Contingent Permanent
Minimum Qualifications Open to NYS employees with one year of permanent competitive service as an Information Technology Specialist 3, G-23; OR in a position G-21 or above deemed administrative under Section 52.6 of the Civil Service Law; OR in a title approved for transfer under Section 70.1 of the Civil Service Law. The transfer cannot be a second consecutive transfer resulting in an advancement of more than two grades.
Duties Description Within Chief Operations Office End User Services, the Information Technology Specialist 3 will be responsible for, but not limited to, the following duties:
• Manage work queues, gather performance metrics and conduct problem analysis as required.
• Communicate with agency management and staff regarding system downtime or other scheduled events. Ensure all outages have been published through the ITSM System with the appropriate criticality, and work with appropriate ITS Staff to resolve such outages immediately.
• Verify proper prioritization and routing of all incidents/requests requiring Level 2/3 support. Ensure incidents are acted on within approved timeframes and work closely with other ITS staff through completion of the request.
• Respond to incidents as assigned via the ITSM System. Ensure successful completion of incidents or service requests. Ensure Incidents are acted on within approved timeframes and work closely with other ITS staff through completion of the request.
• Obtain a base knowledge in the core products supported by End User Services and continually take responsibility for increased knowledge of supported products.
• Maintain proper knowledge and usage of call tracking software.
• Work cooperatively with colleagues. Share technical knowledge including solutions and troubleshooting information across the team.
• Implement Hardware and Software installations throughout the agency. This includes planning, scheduling, configuration, installation and follow-up. Coordinate to ensure customer satisfaction with new implementations.
• Assist users in utilizing IT equipment in conference rooms including video conferencing, streaming and recording open meetings, and Webex or other conferencing applications.
• Respond to and mitigate network security concerns, instruct users in safe computing policy, ensure the security and integrity of NYS data, and ensure compliance with the Department’s Acceptable Use Policy.
• Ensure appropriate GG Service Desk coverage is provided during established business hours.
• Supervise, mentor, and coach ITA, ITS1 and/or ITS2 staff in the unit.
• Develop and maintain performance programs for subordinate staff.
• Ensure staff receives training necessary to perform their duties.
• Perform account provisioning/de-provisioning tasks.
• Develop and document new procedures as knowledgebase articles. Keep existing knowledgebase articles up to date.
• Effective oral and written communication with end-users and other IT/agency staff to gather information necessary to diagnose and resolve problems or assess operational requirements.
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.
Email Address HR.Recruitment@its.ny.gov
Address
Street NYS Office of Information Technology Services
Empire State Plaza, PO Box 2062
Notes on ApplyingTo apply, please send a cover letter and resume attention Amy Sacco and clearly describe how you meet the minimum qualifications for this position. Please indicate that you are applying for the position of Information Technology Specialist 3, Ref. #17867. Your Social Security number may be required to confirm your eligibility.