Information Technology Specialist 3, Workplace Services,

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.

Under the general direction of the Information Technology Specialist 4, the Information Technology Specialist 3 will function as manager of lower-level general desktop support staff for End User Support within the NYS Office of IT Services (ITS), Dedicated Support, Department of Transportation (DOT), Workplace Services Unit.

This position may require lifting equipment weighing up to 50 pounds, intermittent travel, and some overtime.

The duties of this position include, but are not limited to :

• Review and assign IT Service Management (ITSM) system incident and request tickets within designated assignment group.
• Receive and professionally and courteously address desktop support calls transferred by the Service Desk.
• Monitor ITSM work queues to ensure timely and effective resolution / fulfillment of client requests.
• Collaborate with counterparts within other regional areas as workload dictates.
• Install, load, and configure software and applications.
• Troubleshoot and provide technical assistance to clients.
• Obtain base knowledge in the core products used by supported clients.
• Document diagnostic steps taken to troubleshoot / resolve client issues.
• Work with other ITS groups to resolve computer-related issues.
• Install, configure, and troubleshoot Multi-function Printers and Network printers.
• Work with vendor support to resolve technical problems with agency IT equipment.
• Train and orient users on hardware and software where appropriate.
• Perform the full range of supervisory responsibilities, as applicable.

Minimum Qualifications One year of permanent competitive services as an Information Technology Specialist 3 OR in a position at SG-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.

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.

Fingerprinting and background check are required for employment with ITS.

Salary Commensurate with experience

Benefits of Working for NYS

Generous benefits package, worth 65% of salary, including :

Holiday & Paid Time Off

Health Care Benefits

Additional Benefits

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.

This position may require critical services to be performed outside of normal work schedule.

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

Name Michael Penticuff

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 Applying To apply, please submit a cover letter and resume. Please indicate that you are applying for the Information Technology Specialist 3, Workplace Services, 10143 position and include the Vacancy ID number in the subject of your email.

Your Social Security Number may be required to confirm your eligibility.