IT Specialist

The IT Specialist Supports the ongoing operation of personal computing devices, applications, and network resources in the OMH NYC Field Office\Commissioner's location; ensuring the standardized, efficient, and reliable operation of the office’s PCs, network, file and print services, and video teleconferencing environment. Responsibilities include but not limited to: Monitor/oversee the local technical environment to ensure proper functioning (e.g. ensure network infrastructure, video conference, and other local systems are operational.) Work with client agency to ensure timely incident reporting and service request entry through ITSM Service Now. Understand the ITS organization in order to work effectively with ITS Portfolio, Workplace Services, and Enterprise Operations teams to ensure timely resolution and appropriate escalation. Support end-user desktop environment and ensure automated updates of PCs and laptops via central operations occur. Understand user account and access environment to help triage and/or resolve access issues. Understand OMH and ITS Information Security Policies as well as OMH specific regulations regarding confidential data. Understand ITS procedures relative to user support, provide direction to agency for submitting tickets, requesting training and locating resources offered by ITS related to its services Ensure familiarity and proficiency in technical support of video conferencing equipment; reach out to ITS colleagues and/or vendor support (when available) for assistance. Provide basic ‘how to’ instruction to users for common desktop functionality/software issues, and for establishing video conference calls and use of technology to present or share information. Collaborate with OMH onsite office staff as necessary to resolve agency office related support issues that fall under their purview. Respond to all incoming help calls as they are received. Provide technical assistance (person-to-person) to all users. Job Qualification 5 - 7 Years: Candidate is able to work independently, without assistance and provides guidance to others. May have an advanced education. 6.5 Years of technical experience in end-user desktop troubleshooting and support. 6.5 Years of technical experience with office-wide PC, laptop, network, and printer/peripheral troubleshooting and support activity. 6 Years of experience with ticket management software and related procedures (e.g., ITSM Service Now). 4 Years of experience managing and prioritizing support calls. 6 Years of experience with Microsoft Suite of products as well as Desktop O/S. 4 Years of experience working as a support manager in an IT environment with responsibility for self-managing and supporting all aspects of IT within an office setting supporting 75+ staff. 4 Years of experience in understanding and compliance with confidentiality related to sensitive data (e.g., HIPAA/HITECH Law, Pub 1075). 4 Years of experience in a customer service-related support position providing direct, in-person technical support to executive-level clients/customers and administrators. 6 Years of experience supporting, troubleshooting, and operating video-teleconference equipment. 2 Years of experience with internet-based teleconference software support (e.g., WebEx, MS Teams, Zoom). Employment Type: Full Time Years Experience: 5 - 10 years Salary: $48 - $50 Hourly Bonus/Commission: No