Review Vacancy
AgencyInformation Technology Services, Office of
TitleInformation Technology Specialist 2 (NY HELPs) - 6947
Occupational CategoryI.T. Engineering, Sciences
Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)
Salary RangeFrom $65001 to $82656 Annually
Minimum Qualifications Open Competitive: A bachelor's or higher-level degree including or supplemented by 15 semester credit hours in computer science.
OR
A bachelor's or higher-level degree in any field and one year of experience in information technology; or 60 semester credit hours including or supplemented by 15 semester credit hours in computer science and one year of professional experience in information technology.
OR
Two years of professional experience in information technology.
Transfer: Open to NYS employees with one year of permanent competitive service as an Information Technology Specialist 2 or Information Technology Specialist 2 Programming, G-18; OR in a title G-16 or above deemed administrative under Section 52.6 of the Civil Service Law.
55b/c Appointment: This position is eligible for 55b/c designation and candidates are encouraged to apply.
NYS HELPS: This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).
Duties Description Under the general direction of the Information Technology Specialist 3, SG-23, the Information Technology Specialist 2, SG-18, within the Chief Technology Office, Workplace Services Bureau, Service Desk Section, will be part of the provider help desks performing level 2 support for the Provider Helpdesk, triaging help desk calls, responding to verbal, written, and electronic inquiries, and handling complex application entitlements for various external users.
Specific duties include, but are not limited to, the following:
• Act as team leader to provide guidance, instruction, training to provider help desk team members and agency partners.
• Provide advice and technical assistance in troubleshooting account related issues, access questions, vetting users, account provisioning and deprovisioning, account creations, password resets, help users navigate the site, multi factor authentication set up/reset, RSA PIN reset, RSA token distribution/installation, approving RSA tokens, modifying browser configurations for specific applications, re-enabling user’s accounts, and directing calls to specific contacts for application questions.
• Investigate and troubleshoot ITSM work queues and provide timely and effective resolution/fulfillment of client requests and re-assign tickets within designated assignment groups.
• Research and respond to Level 2 help desk requests using e-mail messages, ticket updates and support for all New York State healthcare providers, public health employees, and our partner agencies such as first responders, federal and foreign agencies, and medical community.
• Demonstrate strong interpersonal and communication skills while working with department staff, external staff, vendors, and end users.
• Responsible for troubleshooting, training, and orienting end users on installing RSA/MFA hardware and software where appropriate.
• Responsible for RSA download and distribution of tokens and troubleshooting token issues.
• Investigate and address cyber incidents by deactivating shared user accounts and subsequently following up with the appropriate entities regarding unauthorized account user access.
• Collaborate with other security teams to address user technical issues encountered while accessing program applications.
• Upgrade Ny.gov accounts to assurance level 2, archiving accounts and updating entitlements.
• Add, remove, and upload press releases on Health Commerce System.
• Processing Automated File Transfer (AFT) account (create, update and end date) for the Universal Public Health Node (UPHN) application.
• Instruct and assist Program Coordinators about the type of user roles and the appropriate documentation requirements concerning program applications.
• Grant application specific permission rights to users based on the program area requests for current or new users.
• Responsible for onboarding/offboarding user activities such as gathering necessary paperwork, account activation/decommissioning and communicate timing and expectations clearly with individuals.
• Responsible for processing paper documents for accounts. Which includes scanning, printing, filling, and uploading the documents in a tracking system, processing the documents (accepting or rejecting), emailing activation instructions, and mailing a PIN letter to the user.
• Possess the ability to work with FileNet, HCS, Microsoft Office 365, SharePoint, VCC, ITSM, RSA Admin Console, Redmine, and SMS.
• Perform various types of application system testing including but not limited to system, regression, integration, functional, usability, business documentation and compatibility by creating test cases, test conditions, validation testing and communicate results of testing.
• Design, create, and update operational helpdesk procedures guides.
• Document diagnostic steps taken to troubleshoot/resolve client issues.
• Possess the ability to work independently on multiple projects based on priority and project deadlines, transitioning and multi-tasking as necessary between phone calls, emails, tickets, and aid temp staff.
• Lead updating non-regulated/regulated facilities, and organization information based on program area requests and HFIS transactions.
• Perform other tasks assigned by supervisors as necessary for the efficient operation of the provider help desks.
Additional Comments 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.
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.
For the duration of the NY HELPS Program, this title maybe filled via a non- competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply. At this time, agencies may recruit and hire employees by making temporary appointments. In May 2024, if a temporary NY HELPS employee is satisfactorily performing in the position, the appointment will be changed from temporary pending Civil Service Commission Action to permanent non-competitive and the official probationary period will begin.
At a future date (within one year of permanent appointment), it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded with all of the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.
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.
Some positions may require additional credentials or a background check to verify your identity.