Position Information

NY HELPNo

AgencyInformation Technology Services, Office of

TitleInformation Technology Specialist 3 - 10863

Occupational CategoryI.T. Engineering, Sciences

Salary Grade23

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

Salary RangeFrom $86681 to $109650 Annually

Employment Type Full-Time

Appointment Type Contingent Permanent

Jurisdictional Class Competitive Class

Travel Percentage 0%

Schedule

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 8:30 AM

To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

Location

County Monroe

Street Address 1 East Avenue

City Rochester

StateNY

Zip Code14604

Job Specifics

Duties Description The New York State Office of Information Technology Services (ITS) provides operational support 24 hours a day, 7 days a week, 365 days of the year, supporting more than 4,900 applications for 53 New York State Agencies.

Reporting to the Information Technology Specialist 4, SG-25 within Chief Technology Office, Workplace Services, Inside Services, the Information Technology Specialist 3, SG-23 will manage IT support staff, providing support for regional ITS users.

Duties of this position include but are not limited to:
• Manage, mentor, and evaluate the desktop support team (Tier 1–3)
• Set performance goals, conduct reviews, and provide coaching and training
• Establish support standards, SLAs, and escalation procedures
• Oversee staffing, scheduling, and workload distribution
• Ensure high-quality desktop and mobile device support for:
o Windows (10/11)
o macOS and iOS
o Chrome OS
• Oversee incident, problem, and request management through a ticketing system
• Monitor support metrics and drive continuous service improvement
• Act as an escalation point for complex technical and user issues
• Oversee endpoint management platforms, including:
o Microsoft Intune / SCCM
• Manage OS deployments, patching, updates, and device lifecycle
• Standardize desktop images, configurations, and security baselines
• Oversee asset management and inventory tracking
• Manage user identity and access across:
o Active Directory / Active Roles (ARS)
• Enforce endpoint security policies and compliance standards
• Partner with security teams on endpoint protection, encryption, and MFA
• Ensure secure onboarding and offboarding processes
• Ensure accurate documentation of procedures, standards, and knowledge base articles
• Communicate system changes, outages, and improvements to stakeholders
• Perform full range of supervisory responsibilities.
• Other responsibilities as assigned.

Minimum Qualifications One year of permanent competitive services 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 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.

Note: If you are on the examination eligible list for the position title in this location, you do not need to respond to this posting unless you are also eligible for appointment by one of the qualifications listed above. Candidates must be reachable on the current eligible list for this title in order to be list appointed.

Additional Comments ITS will not offer permanent employment to any candidate unless the candidate provides documentation that they are authorized to accept work in the United States on a permanent basis. It is the policy of ITS not to hire F1 or H1 visa holders for permanent employment or to sponsor non-immigrant aliens for temporary work authorization visas or for permanent residence.

Some positions may require fingerprinting.

Some positions may require up to 25% travel and/or lifting up to 50 lbs. Some positions are pending Civil Service approval. Details of position(s) will be described further if you are selected for an interview.

If eligible, positions located in New York City will receive an additional $3,400 downstate adjustment location pay with regular annual salary. Positions located in the Mid-Hudson will receive an additional $1,650 adjustment location pay.
to permanent non-competitive and the official probationary period will begin.

Benefits of Working for NYS Generous benefits package, worth 65% of salary, including:
Holiday & Paid Time Off
• Thirteen (13) paid holidays annually
• Up to Thirteen (13) days of paid vacation leave annually
• Up to Five (5) days of paid personal leave annually
• Up to Thirteen (13) days of paid sick leave annually for PEF.
• Up to three (3) days of professional leave annually to participate in professional development

Health Care Benefits
• Eligible employees and dependents can pick from a variety of affordable health insurance programs
• Family dental and vision benefits at no additional cost

Additional Benefits
• New York State Employees’ Retirement System (ERS) Membership
• NYS Deferred Compensation
• Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds
• Public Service Loan Forgiveness (PSLF)
• And many more.

The Office of Information Technology Services is an equal opportunity employer, and we recognize that diversity in our workforce is critical to fulfilling our mission. We encourage all individuals with disabilities to apply.

Some positions may require additional credentials or a background check to verify your identity.

How to Apply

Name ITS Human Resources

Telephone 518-473-0398

Fax 518-402-4924

Email Address PostingResponses@its.ny.gov

Address

Street Empire State Plaza

Swan Street Building, Core 4, Floor 1

City Albany

State NY

Zip Code 12220

 

Notes on ApplyingTo apply for this position, please submit a cover letter and resume clearly indicating how you qualify. Ensure that you include the vacancy ID in the subject of your email for prompt routing. Your Social Security number may be required to confirm eligibility.