Review Vacancy
AgencyInformation Technology Services, Office of
Occupational CategoryI.T. Engineering, Sciences
Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)
Salary RangeFrom $65001 to $82656 Annually
Minimum Qualifications Open Competitive: A bachelor’s or higher-level degree in Computer Science, Computer Information Systems, Management Information Systems.
OR
A bachelor’s or higher-level related degree with eighteen credit hours in Computer Science.
OR
A total of four years of experience in the following computer related areas: network, server, storage, and systems management; telecommunications; IT customer support and training; computer installation, diagnosis and repair; technical writing; computer security; knowledge management; database administration, design and management; internet/intranet development, design, and maintenance; information technology project management; design and development of geographic information systems or computer aided drafting applications; computer programming; business/systems analysis; program design; or program testing.
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).
Duties Description Under the general direction of Information Technology Specialist 3, SG-23, within the Chief Technology Office, Workplace Services Bureau Service Desk Section, the Information Technology Specialist 2, SG-18, will function as support for the OASAS Provider Helpdesk.
Specific duties include, but are not limited to, the following:
• Instruct and assist OASAS end users about the type of permissions and the appropriate documentation requirements concerning program applications.
• Grant application specific permission rights to OASAS users based on IRM-15 requests.
• Process paper documents for OASAS accounts. This will include scanning the documents in a tracking system, processing the documents (accepting or rejecting), emailing OASAS credentials and account activation instruction.
• Investigate unauthorized/breached/cyber incidents and disabling user accounts and following up partner agencies and our CyCom Team.
• Design and create operational and helpdesk procedures guides.
• Onboard/offboard OASAS external user activities such as gathering necessary paperwork, account activation/decommissioning and communicate timing and expectations clearly with individual.
• Investigate and disabling shared user accounts and follow-up with the security desks.
• Investigate and troubleshoot ITSM work queues and provide timely and effective resolution/fulfillment of client requests and re-assign tickets within designated assignment group.
• Research and respond to Help Desk requests using e-mail messages, ticket updates and support for all OASAS healthcare providers, public health employees, and our partner agencies and medical community.
• Demonstrate strong interpersonal and communication skills while working with department staff, external staff, vendors, and end users.
• Provide direct advice and technical assistance in troubleshooting OASAS users account related issues such as access questions, vetting users, account provisioning and deprovisioning user account request, password reset, help users navigate site, and troubleshoot and direct calls to specific contacts for application questions.
• Troubleshoot and train end users on navigating application.
• Interact with customers in a respectful, helpful manner and actively listen to issues and guide them through appropriate solutions.
• Reply to requests and questions from internal and external customers that include both written and telephone inquiries.
• Collaborate with counterparts within other OASAS/ITS areas as workload dictates.
• Troubleshoot and provide technical assistance to clients.
• Document diagnostic steps taken to troubleshoot/resolve client issues.
• Work with other security groups to resolve user technical problems accessing program applications.
• Identifying, escalating priority issues and reporting to the high-level management.
• Perform other related duties as required.
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.
Some positions may require additional credentials or a background check to verify your identity.