NY HELP Yes Agency Information Technology Services, Office of Title Information Technology Specialist 2 (NY HELPs) - 8732 Occupational Category I.T. Engineering, Sciences Salary Grade 18 Bargaining Unit PS&T - Professional, Scientific, and Technical (PEF) Salary Range From $65001 to $82656 Annually Employment Type Full-Time Appointment Type Contingent Permanent Jurisdictional Class Competitive Class Travel Percentage 0% Workweek Mon-Fri Hours Per Week 37.5 Workday From 8 AM To 5 PM Flextime allowed? No Mandatory overtime? No Compressed workweek allowed? No Telecommuting allowed? Yes County Albany Street Address ESP Agency Bldg 3, Flr 2 City Albany State NY Zip Code 12210 Duties Description Under the general direction of an Information Technology Specialist 3, SG-23, within Dedicated Support/Sector D, the Information Technology Specialist 2/Zone Technician, SG-18, will function as general desktop support staff for the NYS Office of IT Services (ITS). These positions will be assigned to a variety of locations in support of ITS’s client agencies and may require lifting equipment weighing up to 50 pounds, intermittent travel, and some overtime.Specific duties include, but are not limited to, the following:• Review and respond to IT Service Management (ITSM) system incident and request tickets within designated assignment group.• Receive and professionally and courteously address desktop support calls transferred by the Service Desk.• Monitor ITSM work queues to ensure timely and effective resolution/fulfillment of client requests.• Collaborate with counterparts within other regional areas as workload dictates.• Install, load, and configure software and applications.• Troubleshoot and provide technical assistance to clients.• Obtain base knowledge in the core products used by supported clients.• Document diagnostic steps taken to troubleshoot/resolve client issues.• Work with other ITS groups to resolve computer-related issues.• Install, configure, and troubleshoot multi-function printers and network printers.• Work with vendor support to resolve technical problems with agency IT equipment.• Troubleshoot and provide technical on-site assistance to clients.• Train and orient users on hardware and software where appropriate.•Position may require travel and lifting up to 50 pounds Minimum Qualifications Open Competitive: A bachelor’s or higher-level degree in Computer Science, Computer Information Systems, Management Information Systems.ORA bachelor’s or higher-level related degree with eighteen credit hours in Computer Science.ORA 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). 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 developmentHealth Care Benefits• Eligible employees and dependents can pick from a variety of affordable health insurance programs• Family dental and vision benefits at no additional costAdditional 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 PostingResponses@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.