Information Technology Specialist 2, Workplace Services, 10117 (NY Helps)

Information Technology Specialist 2/Zone Technician

Under the general direction of the Information Technology Specialist 3, the Information Technology Specialist 2/Zone Technician will function as general desktop support staff for Workplace Services 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 respond to 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.

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.
• Promotion: Open to NYS employees with one year of permanent competitive service as an Information Technology Specialist 1, Salary Grade (SG) 14.
• Transfer: Open to NYS employees with one year of permanent competitive service as an Information Technology Specialist 2 or Information Technology Specialist 2 Programming, SG-18; OR in a title SG-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.
• PLEASE NOTE:
• Appointment to this position and continued employment with the agency is contingent upon obtaining and/or maintaining New York State residency within six months of hiring.
• Appointment to this position is not final until all agency approvals have been granted.

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.