NY HELP No Agency Information Technology Services, Office of Title Information Technology Specialist 2 -9218 Occupational Category I.T. Engineering, Sciences Salary Grade Hourly Bargaining Unit PS&T - Professional, Scientific, and Technical (PEF) Salary Range From $32.06 to $32.06 Hourly Employment Type Full-Time Appointment Type Temporary Jurisdictional Class Non-competitive Class Travel Percentage 75% 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 To Be Determined Street Address Rochester Area City TBD State NY Zip Code 12220 Duties Description Under the direction of the Lead for Compute/Customer Engagement/Change for Human Services Sector, the position will provide the following services throughout New York State: • Review and respond to IT Service Management (ITSM) system incident and request tickets within designated assignment group. • Professionally and courteously address desktop support calls transferred by the Service Desk. • Monitor work queues to ensure Service Level Agreements are achieved for resolution/ fulfillment of client requests. • Collaborate with counterparts in other Regional areas as work load 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. • Train and orient users on hardware and software where appropriate.• Replace aging devices via the asset refresh process at remote sites *This position requires 75% travel generally in the Rochester areas* **This position requires a driver's license** Minimum Qualifications NON-COMPETITIVE MINIMUM QUALIFICATIONS:To be considered for appointment candidates must meet ONE the open-competitive minimum qualifications for this position. The qualifications are:• a bachelor's or higher-level degree, including or supplemented by 15 credit hours in computer science; OR• a bachelor's or higher-level degree in any field and at least one year of the experience in information technology; OR• a minimum of 60 college semester credit hours including at least 15 credit hours in computer science and one year of the experience in information technology; OR• Two years of the professional experience in information technology. Additional Comments Some positions may require fingerprinting. *This position requires 75% travel generally in the Rochester area* **This position requires a driver's license**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. 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 and reference the Vacancy ID in the subject line.