StateJobsNY

NY HELPNo

AgencyInformation Technology Services, Office of

TitleInformation Technology Specialist 1, Ref #17500

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 25%

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 State Office Campus

Building 22

City Albany

StateNY

Zip Code12226

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 the G-12 level or higher deemed administrative under Section 52.6 of 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 advancement of more than two salary grades.

Candidates eligible for consideration under Section 70.4 of Civil Service Law with one year of permanent competitive service as a 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. An 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, server, 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.

Preferred Qualifications: The incumbent is asked to display an ability to multitask and prioritize issues when necessary. They should possess excellent analytical, technical, and problem-solving skills; strong interpersonal communication (written and oral); strong organizational skills; and the ability to work independently or as part of a team.

Experience in the following in preferred:

• Microsoft Office Suite
• Internet Explorer, Firefox, Chrome
• Windows 7
• Troubleshooting Desktops and Laptops
• Citrix
• Cisco
• VOIP
• SharePoint
• Active Directory
• LanDesk
• ServiceNow
• Office 365
• Remote Desktop
• Web based/Portal Applications

Duties Description Within the Public Safety Cluster Customer Contact Center, the Information Technology Specialist 1 will be responsible for logging calls in the help desk software database and utilize the proper escalation model to assign incidents to the correct technical, administrative, or operational group. Duties include, but are not limited to, the following:

• Act as single 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
• Responsible for logging calls in the help desk software database for proper recordkeeping and subsequent reporting
• Responsible for accurately documenting the details of the user request or issue, document the diagnostic steps performed when troubleshooting the issue and assist the user with resolution using existing procedures and documentation
• Escalating 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 following up 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
• Create articles for a knowledgebase to help resolve future problems more efficiently and effectively

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, P.O. Box 2062

City Albany

State NY

Zip Code 12220

Notes on ApplyingTo apply, please send a cover letter attention Amy Sacco and resume and clearly explain how you meet the minimum qualifications for this position, by e-mail, fax, or post office mail. Please indicate that you are applying for an Information Technology Specialist 1, ref # 17500. Your Social Security number may be requested in order to confirm your eligibility.