IT Specialist

Provide a short description of the Position: Supports the ongoing operation of personal computing devices, applications, and network resources in the OASAS location; ensuring the standardized, efficient, and reliable operation of the office s PCs, network, file and print services, and video teleconferencing environment. Provides hands-on and remote (as necessary) technical assistance to end-users in response to agency ITSM incidents and requests. Support may entail resolving and/or escalating general day to day trouble tickets to providing teleconference/video conference support to agency Executive staff.

Provide a list of the day-to-day tasks to be performed by the Selected Candidate: The consultant will serve as a dedicated resource providing technical support for agency employees in OASAS NYC Office. Under the direction of Enterprise Workplace Services management, the consultant will: 1. Monitor/oversee the local technical environment to ensure proper functioning (e.g. ensure network infrastructure, video conference, and other local systems are operational.) 2. Work with client agency to ensure timely incident reporting and service request entry through ITSM Service Now 3. 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 4. Support end-user desktop environment and ensure automated updates of PCs and laptops via central operations occur. 5. Understand user account and access environment to help triage and/or resolve access issues. 6. Understand OASAS and ITS Information Security Policies as well as OASAS specific regulations regarding confidential data. 7. 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 8. Ensure familiarity and proficiency in technical support of video conferencing equipment; reach out to ITS colleagues and/or vendor support (when available) for assistance 9. 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. 10. Collaborate with OASAS Office Services team as necessary to resolve agency office related support issues that fall under their purview. 11. Respond to all incoming help calls as they are received. 12. Provide technical assistance (person-to-person) to all users. 13. Travel to nearby locations to participate in required technical training