Information Technology Specialist 4

Duties Description Under the Direction of a Manager of Information Technology 1, SG-27, within the DOH Dedicated Team, Client Compute services, the Information Technology Specialist 4, SG-25, will be assigned to the Support Desk that directly supports DOH. The incumbent will assist in supporting technology initiatives for the Dedicated Team by providing technical expertise and guidance in all areas of desktop and mobile hardware, Active Directory, Microsoft Technologies, miscellaneous software, general software updates, and management.Duties will include, but not be limited to, the following:• Oversee current Dedicated support team, and their staff• Review and assign tickets within ITSM while ensuring proper incident resolutions and request fulfilments.• Create and maintain reports to provide Executive type overview of client compute performance.• Support Dedicated Teams initiatives client compute while utilizing technical expertise in the areas of hardware, software, and firmware. Incumbent must have a strong IT background and will be expected to have advanced technical working knowledge of desktop and mobile operating systems. An acute understanding of application software to include: Microsoft Products, Windows Operating Systems, Active Directory, wired and wireless network connectivity and its application to the business, and video conferencing technology to assist the agency with reporting needs and data gathering.• Assist in diagnosing/troubleshooting, repairing, configuring, maintaining, deploying and installing desktops, mobile devices, printers and software.• Assist in managing the enterprise network tools for system administration, network management, configuration management, asset management, etc. and technical expertise in the areas of hardware, software, and firmware• Assist in configuring, maintaining, deploying, installing, and supporting telecommunication equipment. Understanding of various telecommunication devices and systems such as VOIP, Mobile, Cellular, POTS, etc. will be expected.• Utilize methodical troubleshooting and investigative processes to resolve unique Level 2, 3 and 4 enterprise issues in helpdesk-based environment.• Resolve help desk tickets by diagnosing, troubleshooting, referring to specialists, arranging repairs, user education/training, etc. Follow up with users and document activities in the ticketing system• Establish and maintain a professional working relationship with the user community, co-workers, and management to effectively provide problem resolution services• Assess users’ technology knowledge and provide education related to proper use of enterprise technology and software through documentation/training materials and/or one-on-one instruction.• Develop and maintain documentation pertaining to operating procedures for new technologies• 20-30% travel will be required, perform full range of supervisory responsibilities.• Perform full range of supervisory duties Minimum Qualifications Open to NYS employees with one year of permanent competitive service as an Information Technology Specialist 4, SG25 OR in a position at the SG23 level or higher deemed administrative under Section 52.6 of Civil Service Law OR in a title eligible for transfer under Section 70.1 of Civil Service Law. The transfer cannot be a second consecutive transfer resulting in advancement of more than two salary grades. Note: If you are on the examination eligible list for the position title in this location, you do not need to respond to this posting unless you are also eligible for appointment by one of the qualifications listed above. Candidates must be reachable on the current eligible list for this title in order to be list appointed.