StateJobsNY

NY HELPNo

AgencyInformation Technology Services, Office of

TitleInformation Technology Specialist 3, Ref # 16843

Occupational CategoryI.T. Engineering, Sciences

Salary Grade23

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

Salary RangeFrom $67703 to $85635 Annually

Employment Type Full-Time

Appointment Type Contingent Permanent

Jurisdictional Class Competitive Class

Travel Percentage 10%

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 8:30 AM

To 4:30 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? No

County Albany

Street Address State Office Campus

Building 8, Room 753

City Albany

StateNY

Zip Code12226

Minimum Qualifications One year of permanent competitive service as an Information Technology Specialist 3 OR in a position at G-21 or higher deemed administrative under Section 52.6 of Civil Service Law OR in a position approved for transfer via 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: The candidate will be able to work effectively in a team-oriented environment and have excellent communication skills, both verbal and written. Programming skills and familiarity with system administration for enterprise systems is a plus.

Duties Description The Information Technology Specialist 3 will be a member of the Call Center Support and Development team which is responsible for the technology support and operations for the Department’s call centers. The incumbent will work closely with program areas to insure reliability, accuracy and availability of call center infrastructure. Duties will include but not be limited to:

• VoIP Call Manager administration
• Cisco outdial system maintenance,
• Work force management system administration and support
• Computer telephony integration support
• IVR support, maintenance and application development.
• Installation, maintenance, troubleshooting and system management of components within the Call Center networking environment
• Installation, configuration and troubleshooting of Call Center client systems and software
• Administration of telephony hardware and network services.
• Administration and support of call flows. within a Call Center environment
• Configuration, installation and troubleshooting of Windows hardware, Cisco hardware and software and PC hardware.
• Work with vendor technical support personnel to investigate and resolve problems
• SQL query experience for support of CUIC reporting
• Supervise and direct activities of Call Center ITS-2 personnel
• Create and maintain documentation and VISIO diagrams.

Additional Comments Ability to work occasionally before/after hours and weekends for maintenance or upgrades is required. Occasional travel (~10%) for installations and support is required. 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 NYS Office of IT Services

Empire State Plaza, PO Box 2062

City Albany

State NY

Zip Code 12220

Notes on ApplyingTo apply, please submit a cover letter and resume attention Amy Sacco indicating that you are applying for Information Technology Specialist 3, Ref. #16843. Please clearly indicate how you qualify for this position. Your Social Security number may be required in order to confirm your eligibility.