Position Information

NY HELPNo

AgencyInsurance Fund, State

TitleInformation Technology Specialist 3

Occupational CategoryI.T. Engineering, Sciences

Salary Grade23

Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)

Salary RangeFrom $90681 to $113650 Annually

Employment Type Full-Time

Appointment Type Permanent

Jurisdictional Class Competitive Class

Travel Percentage 10%

Schedule

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 9 AM

To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

Location

County New York

Street Address 199 Church St

City New York

StateNY

Zip Code10007

Job Specifics

Duties Description • Serve as a supervisor and oversee the daily operations of the NYSIF IT Service Desk team to ensure NYSIF staff and customers receive top-notch service by prioritizing customer satisfaction and staff training.
• Ensure proper operational coverage of the NYSIF IT Service Desk and establish best practices and customer service standards through the entire technical support process of the NYSIF IT Service Desk for consistent fulfillment of team member assigned tasks, quality call resolution and minimal disruption of technology upgrades.
• Escalate incidents, IT issues or complaints to more technical support teams if no solution is available for prompt resolution. Coordinate with ITS teams to manage infrastructure and troubleshoot any issues.
• Train and mentor NYSIF IT Service Desk staff, including providing solutions to resolve user issues, providing direction on IT support issues, keeping staff informed of issues or concerns, and developing and executing training programs for Service Desk, as well as ensuring all necessary resources are available to staff to ensure a successful work experience.
• Assist with implementing strategies to optimize existing processes and enhance customer satisfaction, as well as identify opportunities to automate processing to reduce manual efforts and expand the use of ITS tool to maximize customer experience.
• Work closely with IT teams and business departments to coordinate system updates, maintenance, and the rollout of new IT initiatives. This includes liaising directly with clients or users to understand their needs and proactively address IT-related problem.
• Serve as a liaison between the IT Service Desk and the NYSIF Contact Center to ensure the proper handling of NYSIF external customer calls and resolution of issues.
• Progress and direct projects and initiatives, including developing project schedules, creating staff assignments, writing status reports, scheduling and facilitating project meetings.
• Create and analyze metrics, performance reporting and customer feedback of Service Desk tickets and calls to identify areas for improvement or gaps in training.
• Occasional travel will be necessary for observation and inspection of NYSIF EUS staff and offices.

Minimum Qualifications Minimum Qualifications:

•Reachable on current Civil Service eligible list for this title; OR
•One year of permanent, competitive class service in a title eligible for transfer under Section 70.1 or Section 52.6 of the Civil Service Law. Eligible titles include, but aren’t limited to: Information Technology Specialist 3, Information Technology Specialist 3 (Data Communications), Business Systems Analyst 2, Administrative Specialist 2.

Preferred Qualifications:

• Technical knowledge and understanding of IT systems, services, and applications to manage incidents and requests efficiently.
• Strong leadership and management skills to effectively manage a team of Service Desk technicians and ensure the delivery of high-quality service.
• Excellent communication and interpersonal skills to liaise with different teams, handle customer inquiries, and provide clear instructions to the Service Desk team.
• Problem-solving skills to efficiently identify, troubleshoot, and resolve technical issues to minimize downtime and disruption.
• Time management and organizational skills to prioritize tasks, manage workload, and ensure that service level agreements (SLAs) are met.
• Customer service skills to understand customer needs, manage customer expectations, and ensure customer satisfaction.
• Good writing skills to create and maintain clear and complete documentation and resources supporting Service Desk operations. Writing samples may be requested.
• Ability to understand and interpret data and metrics to evaluate service desk performance, identify trends and issues, and develop improvement plans.
• Knowledge of IT Service Management (ITSM) tools and processes, and ITIL (Information Technology Infrastructure Library) framework.
• Proven work experience as a Service Desk supervisor or similar role in customer service.
• Solid technical background with an ability to give instructions to a non-technical audience.
• Customer-service oriented with a problem-solving attitude.


Please be advised that the New York State Insurance Fund does not offer sponsorship for employment visas to employees or potential employees. Candidates sponsored for employment by an organization should be aware of their sponsorship status and the relevant expiration date(s) of that sponsorship before applying to this position. NYSIF is not currently enrolled in eVerify, which is a requirement for certain types of employment verification.

Additional Comments The salary range shown includes location pay and/or geographic pay.

For new State employees appointed to graded positions, the annual salary is the hiring rate (beginning of the Salary Range) of the position. Promotion salaries are calculated by the NYS Office of the State Comptroller in accordance with NYS Civil Service Law, OSC Payroll rules and regulations and negotiated union contracts.

Applicants who are eligible via 70.1 or 52.6 transfer may also need to meet additional special requirements to be eligible for appointment to the journey level title.

Fringe Benefits:
•Competitive Compensation.
•Future Career Growth Potential.
•Open and Supportive Team-Based Environment.
•Plentiful Vacation, Personal, and Sick Leave Accruals.
•Paid State and Federal Holidays.
•Full Medical, Vision, and Dental.
•Retirement Options.
•Public Student Loan Forgiveness (PSLF).
•Possibility of Telecommuting, Flextime, and Alternative Work Schedules.

NYSIF Commitment to Diversity, Equity, and Inclusion
The New York State Insurance Fund (NYSIF) prioritizes and champions diversity, equity, and inclusion (DEI) throughout our agency. NYSIF provides equal opportunities to all employees and applicants for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability, veteran status, or any other protected category under federal, state, and local law. We believe that embracing our differences brings richness, new ideas and experiences to NYSIF, which energizes a creative and innovative work environment. We strive to foster a workplace where diverse individuals are able to participate fully in the decision-making process and have ample opportunity for advancement. We are committed to investing the necessary resources and attention to improving the engagement, retention, and promotion of the extraordinary talent we have.

Executive Order 31 commits New York State government to becoming a model employer for people with disabilities, increasing the participation of people with disabilities in state service and ensuring equal access to opportunities. NYSIF is proud to utilize best practices to recruit, hire, retain, and promote career advancement of individuals with disabilities. This includes special focus on current and prospective employees with the most significant disabilities, such as the use of supported employment, individual placement with support services, customized employment, the civil service sections 55/b and 55/c programs, internships, and job shadowing. If you are a person with a disability and wish to request that a reasonable accommodation be provided for you to participate in a job interview, please send an email to NYSIF’s Reasonable Accommodations mailbox at ra@nysif.com.

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

How to Apply

Name Paul Angelo

Telephone

Fax

Email Address hr@nysif.com

Address

Street PO Box 66699

City Albany

State NY

Zip Code 12206

 

Notes on ApplyingPlease send a resume to hr@nysif.com. Be sure to include the Vacancy ID number in the subject line of your email.