Location: Albany,NY, USA
One year of permanent competitive services as an Information Technology Specialist 3 (Programming) OR in a position at G-21 or higher deemed administrative under Section 52.6 of Civil Service Law. 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 4, SG-25, within the Chief Technology Office, Workplace Services Bureau, the Information Technology Specialist 3, SG-23, will function as supervisor and oversight of the general desktop support staff for Workplace Services. This position will support ITS's client agencies and may require lifting equipment weighing up to 50 pounds, and intermittent travel. Specific duties include, but are not limited to, the following: • Confirm IT Service Management (ITSM) system incident & request tickets within designated ITSM assignment group are being responded to and resolved within established service level objectives. • Ensure the unit is staffed appropriately to accept warm transfers from the Service Desk and respond to client IT needs in a timely fashion. • Cooperate within their regional geographic area to share staff as workload dictates. • Ensure staff is accurately documenting steps taken to address the IT needs of the clients in their ITSM tickets. • Ensure compliance with Information Technology Infrastructure Library (ITIL) Standards, and train staff to understand ITIL incident process. • Lead teams of End User Support staff which respond to and resolve issues involving the systems used extensively by ITS and client agencies. These systems include but are not limited to: Collaboration Tools (Skype, WebEx, SharePoint, Web Conferencing), MS 365 applications, MS Outlook, iOS, Windows Desktop, MS Active Directory, and Windows Operating systems. • Work with clients to ensure their business requirement needs are being met. • Implement hardware and software installations throughout the agency. This includes planning, scheduling, configuration, installation, and follow-up. • Create, review, and update technical documentation as necessary. • Manage work queues, gather performance metrics, and conduct problem analysis as required. • Communicate regularly with end-users and other IT/agency staff to gather information necessary to diagnose and resolve problems or assess operational requirements. • Administer configurations of mainframe emulator. • Perform the full range of supervisory responsibilities, including fostering a positive and productive work environment. 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-###-#### Fax 518-###-#### Email Address ...@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 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.