Information Technology Specialist 2 (NY HELPs)

Duties Description ITS provides operational support to state agencies on a 24x7x365 basis; some positions may be required to provide this critical service at any time. Under the direction of an Information Technology Specialist 3, SG-23, the Information Technology Specialist 2, SG-18, will be assigned to the Workplace Services team, directly supporting the Department of Taxation & Finance Albany, Latham, and Rotterdam offices. The incumbent will assist in supporting technology initiatives for the agency by providing technical expertise and guidance in all areas of desktop and mobile hardware, Active Directory, Microsoft Technologies, miscellaneous software, and general software updates. Specific duties will include, but not be limited to, the following: Review and assign tickets with Zone 3 and insure proper ticket closures and resolution. Create and maintain reports to provide Executive type overview of Zone 3 support. Support enterprise technology initiatives of the cluster utilizing technical expertise in the areas of hardware, software, and firmware. Incumbent must have a strong IT background and will be expected to have advanced technical working knowledge of desktop and mobile operating systems. An acute understanding of application software to include Microsoft Products, Windows Operating Systems, Active Directory, Wired and wireless network connectivity and its application to the business, video conferencing technology Assist the agency with reporting needs and data gathering. Assist in diagnosing/troubleshooting, repairing, configuring, maintaining, deploying, and installing desktops, mobile devices, printers, and software in an Active Directory environment. Assist in managing the enterprise network utilizing tools for system administration, network management, configuration management, asset management, etc. and technical expertise in the areas of hardware, software, and firmware. Assist in configuring, maintaining, deploying, installing, and supporting telecommunication equipment. Understanding of various telecommunication devices and systems such as voice over IP, Mobile, Cellular, POTS, etc. is expected. Utilize methodical troubleshooting and investigative processes to resolve unique Level 2, 3 and 4 enterprise issues in helpdesk-based environment. Resolve help desk tickets by diagnosing, troubleshooting, referring to specialists, arranging repairs, user education/training, etc. Follow up with users and document activities in the ticketing system. Establish and maintain a professional working relationship with the user community, co-workers, and management to effectively provide problem resolution services. Assess users' technology knowledge and provide education related to proper use of enterprise technology and software through documentation, training materials and/or 1-on-1 instruction. Consult with Talent Development staff regarding training options for users in need. Develop and maintain documentation pertaining to operating procedures for new technologies. Will be required to lift up to 50 Lbs. 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). 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. 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. Some positions may require additional credentials or a background check to verify your identity. Name ITS Human Resources Telephone 518-473-0398 Fax 518-402-4924 Email Address PostingResponsesits.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 for this position, please submit a cover letter and resume clearly indicating how you qualify. Your Social Security number may be required to confirm eligibility.