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Review Vacancy

Date Posted 08/15/17

Applications Due08/29/17

Vacancy ID43044

AgencyParks, Recreation & Historic Preservation, Office of

TitleParks & Recreation Aide 6 – Technology Triage Assistant

Occupational CategoryI.T. Engineering, Sciences

Salary GradeHourly

Bargaining UnitOSU - Operational Services Unit (CSEA)

Salary RangeFrom $13.82 to $13.82 Hourly

Employment Type Full-Time

Appointment Type Temporary

Jurisdictional Class Labor Class

Travel Percentage 0%

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 9 AM

To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? No

County Albany

Street Address 625 Broadway

City Albany

StateNY

Zip Code12238

Minimum Qualifications The Candidate should be able to:
• Work effectively with staff;
• Communicate clearly and thoughtfully both in speech and writing;
• Explain technical topics in plain, non-technical language to individuals without a technology background;
• Maintain databases with accurate information;
• Solve problems, multi-task, and juggle competing priorities.

Required Qualifications:
• Excellent problem solving skills and strong attention to detail;
• Proficiency in MS Word, MS Excel, MS Outlook, and Google Collaboration Apps;
• Familiarity with PC hardware, printers, scanners, computer peripherals, and mobile devices;
• Familiarity with Windows 7 devices;
• Familiarity with basic internet connectivity (Ethernet, TCP/IP, and VPN) and telephony standards and practices;
• Ability to speak, read, and write English at a level necessary for satisfactory job performance;
• 1+ years of hands-on technical support or equivalent experience;
• Reliable and responsible; able to respond quickly to emergency support situations.

Duties Description The Automation and Innovation team is working to modernize New York’s state parks and historic sites by using technology to help make the Parks experience more enjoyable and efficient for both visitors and staff.

Our goal is not just to deploy technology, but to help the agency rethink the way that it does business in order to most effectively and efficiently serve our patrons. Some days that is as high level as engaging with major telecommunications companies to provide connectivity, some days it’s as prosaic as helping a park staffer get a printer, and on the very best of days, it’s helping identify a way to save countless staff hours by designing a more efficient way of doing business.

Supervised by Automation team staff, the Technology Triage Assistant will be an essential part of this process, serving as the first point of contact for Parks staff who are requesting new service or have technology support needs.

Duties and Tasks:
• Provide technical assistance and support for incoming requests and issues related to computer systems, software, and hardware;
• Process incoming support request tickets from regional Parks staff, ensuring they reach the appropriate person on the Automation team or within the state Office of Information Technology Services agency;
• Handle and promptly resolve standard tickets, as appropriate;
• Maintain accurate databases of tickets, user information, etc.;
• Monitor the Innovation team shared mailbox and/or phone number;
• Maintain clear lines of communication with designated regional staff;
• Standardize the documentation requirements for new service requests and maintain databases of said documentation (e.g. Visio diagrams, site surveys, photos);
• Purchase and maintain an inventory of connectivity equipment and consumables, and track budgets as appropriate;
• Other duties as assigned.

Additional Comments Desirable Qualifications:
• Proficiency in MS Visio and the ServiceNow platform desirable, though not required;
• Proficiency with AutoCAD and the ArcGIS suite desirable, though not required;
• BS in related field (Computer Science) or equivalent experience.

Work Environment
• Normal office environment with moderate noise level, occasional lifting of up to 25 lbs., regular walking, sitting, bending, twisting, standing and reaching
• Ability to perform consistent daily work on a computer.

The ideal candidate will be hard-working, quick on their feet, willing to get involved wherever needed, willing to take initiative, and interested in taking on responsibility.

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

Name Maja Gray

Telephone 917-796-1670

Fax

Email Address Maja.Gray@parks.ny.gov

Address

Street 625 Broadway

City Albany

State NY

Zip Code 12238

 

Notes on ApplyingPlease submit resume, cover letter, and the New York State Parks, Recreation & Historic Preservation “Employment Application Part 1 – Pre-Interview Form #S1000” , https://parks.ny.gov/employment/documents/FillableUpdatedParksEmployeeApplicationS1000Part1.pdf
to Maja.Gray@parks.ny.gov by August 21, 2017.

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