NYS OASAS HBITS-07-14370 Senior IT Specialist (Service Desk)

Opportunity Details

Full Time NYS OASAS HBITS-07-14370 Senior IT Specialist (Service Desk)

Brooklyn, NY

Outcomes. Delivered.

Voyatek delivers outcome-driven technology solutions to public sector agencies and higher education institutions nationwide.

For example, our technology :

• Facilitates access to nutritious food for children of mothers participating in the WIC program
• Supports first responders in reducing opioid overdoses within their communities
• Empowers colleges and universities to identify and thwart financial aid fraud
• Equips teachers with valuable insights to identify students requiring additional support
• Enhances efficiency for state tax agencies, leading to 99% faster return processing and quicker refunds for taxpayers

With a focus on Tax & Revenue, Health & Human Services, and Justice & Public Safety, Voyatek combines the scale to support large complex projects with the agility and accessibility of a boutique solutions provider. Together, Voyatek and its customers work to improve population wellbeing, create safer communities, and foster a thriving economy.

We're more than a technology company we're an outcomes company.

We encourage our employees to think differently, ask tough questions, and relentlessly pursue what's best for our customers and the residents they serve.

We believe that the value of technology is defined by its human impact. If you agree, you've come to the right place.

Voyatek is seeking applicants to occupy the position of Senior IT Specialist (Service Desk) within our team .

Key Responsibilities :

The consultant will serve as a dedicated resource providing technical support for agency employees at OASAS' Kingsboro location.

Under the direction of Enterprise Workplace Services management, the consultant will :

1. Monitor / oversee the local technical environment to ensure proper functioning (e.g. ensure network infrastructure, video conference, and other local systems are operational.)

2. Work with client agency to ensure timely incident reporting and service request entry through ITSM Service Now

3. Understand the ITS organization in order to work effectively with ITS Dedicated Support Team, Workplace Services, and Enterprise Operations teams to ensure timely resolution and appropriate escalation

4. Support end-user desktop environment and ensure automated updates of PCs and laptops via central operations occur.

5. Triage and resolve user access issues.

6. Provide direction to agency for submitting tickets, requesting training and locating resources offered by ITS .

8. Ensure familiarity and proficiency in technical support of video conferencing equipment; reach out to ITS colleagues and / or vendor support (when available) for assistance

9. Provide basic 'how to' instruction to users for common desktop functionality / software issues, and for establishing video conference calls and use of technology to present or share information.

10. Collaborate with OASAS Office Services team as necessary to resolve agency office related support issues that fall under their purview.

11. Respond to all incoming help calls as they are received.

12. Provide technical assistance (person-to-person) to all users.

13. Travel to nearby locations to participate in required technical training

Qualifications :

60 - 84 months : Candidate is able to work independently, without assistance and provides guidance to others. May have an advanced education.

Preferred Qualifications :

78 Months - Technical experience in end-user desktop troubleshooting and support.

78 Months - Technical experience with office-wide PC, laptop, network and printer / peripheral troubleshooting and support activity.

72 Months - Experience with ticket management software and related procedures (e,g, ITSM Service Now)

72 Months - Experience supporting, troubleshooting, and operating video-teleconference equipment.

72 Months - Experience with the Microsoft Suite of products as well as Desktop O / S.

48 Months - Experience working as a support manager in an IT environment with responsibility for self-managing and supporting all aspects of IT within a setting supporting 75+ staff.

48 Months - Experience in understanding and compliance with confidentiality related to sensitive data. ( e.g., HIPAA / HITECH Law, Pub 1075)

48 Months - Experience in a customer service related support position providing direct, in-person technical support to Executive level clients / customers and administrators

48 Months - Experience managing and prioritiziing support calls

24 Months - Experience with internet-based teleconference software support (e.g. WebEx, MS Teams, Zoom)

The wage range for this role reflects the wide array of factors considered in compensation decisions. These factors include, but are not limited to, skill sets, experience, training, licensure and certifications, and geographic location. Compensation decisions are based on the unique facts and circumstances of each case. A reasonable estimate of the hourly range is $ 59 .00 - $ 64 .00.

At Voyatek, we believe in supporting our employees with a comprehensive benefits package designed to enhance their well-being and professional growth. Please note that eligibility for certain benefits may vary based on your role and employment status.

We are committed to fostering a workplace that supports both your personal and professional aspirations.

As part of our commitment to maintaining a compliant workplace, all final candidates will undergo and must successfully pass a pre-employment (post offer) background check. The background check may include, but is not limited to, verification of employment history, education, criminal records, and other relevant checks. Background check results will be evaluated in accordance with applicable law. For certain positions, additional client-specific background screenings may be required at the time of hire or in the future, in accordance with client requirements.

If you think you are a good fit for us, we encourage you to apply. Check out our career website for all open positions!

Voyatek provides equal employment opportunities to all employees and applicants for employment. Voyatek will make employment decisions without regard to race, color, creed, ancestry, national origin, citizenship, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status or domestic violence victim status, religion, age, disability, genetic information, service in the military, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Employment decisions include all terms and conditions of employment, including recruitment and hiring, job assignment / placement, promotion, upgrading, demotion, termination, layoff, recall, transfer, leave of absence, rates of pay or other compensation, internship, and training.