Position Information

NY HELPNo

AgencyState Comptroller, Office of the

TitleInformation Technology Specialist 2 - Item# 08223

Occupational CategoryI.T. Engineering, Sciences

Salary Grade18

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

Salary RangeFrom $56604 to $71980 Annually

Employment Type Full-Time

Appointment Type Contingent Permanent

Jurisdictional Class Competitive Class

Travel Percentage 0%

Schedule

Workweek Mon-Fri

Hours Per Week 37.50

Workday

From 7 AM

To 3 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? No

Location

County Albany

Street Address 110 State Street

City Albany

StateNY

Zip Code12236

Job Specifics

Minimum Qualifications Interested candidates must currently be on the Information Technology Specialist 2 eligible list OR be eligible to transfer under Section 52.6 of the Civil Service Law.

52.6 Transfer:

Candidates must have one year of permanent, competitive service in a qualifying title allocated to salary grade 16 or higher.

Duties Description · Respond to requests for service or reported incidents of computer related issues.

· Evaluate and diagnose problems.

· Install hardware and software on PC’s and laptops as required.

· Utilize remote access to resolve virtual private network issues.

· Route incident to appropriate technical group for resolution when first call resolution is not possible.

· Collect information on software/hardware to be supported.

· Collect information from customer on issue that is being reported.

· Create and edit technical and procedural documentation.

· Prepare documentation to be used during service desk calls.

· Implement documentation within service desk software.

· Train staff on phone system, ticket assignment, incident troubleshooting, ticket processing and how documentation is utilized.

Additional Comments Knowledge, Skills, and Abilities

· Demonstrated coursework with Operating Systems (2 to 4 credit hours).

· Demonstrated experience with Help Desk (1 to less than 3 years).

· Demonstrated experience with Provision of User Training Related to Computer Software/hardware (1 to less than 3 years).

· Demonstrated experience with Microsoft Active Directory.

· Demonstrated experience with Domino/Office Server/Lotus Notes Email.

· Demonstrated experience with Mac and Windows OS.

· Demonstrated experience with ServiceNow incident tracking.

· Demonstrated experience with Microsoft Office 365.

· Demonstrated ability to use past experience, documentation and incidents to solve problems with minimal supervision.

· Demonstrated ability to put forth possible solutions to resolve customer problems and be able to explain how they arrived at the solution.

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

Contact Information

Name Manu Priya Minocha

Telephone (518) 474-1924

Fax (518) 486-6723

Email Address recruit@osc.state.ny.us

Address

Street Office of Human Resources

110 State Street, 12th Floor

City Albany

State NY

Zip Code 12236

 

Notes on ApplyingInterested candidates should submit a cover letter and resume to recruit@osc.state.ny.us no later than November 19, 2019. Please reference Item #08223 – GOER-MPM when responding. The GOER vacancy # should not be included.