Job Description

HBITS-07-14370
Day-to-day tasks:
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 Dedicated Support Team, 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. Triage and resolve user access issues.
6. Provide direction to agency for submitting tickets, requesting training and locating resources offered by ITS .
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
IT Specialist
Works in the field of Information Technology, experienced in the usage and support of a collection of development platforms, technical architectures or business applications and products that run on those platforms - beyond that of a Programmer.
Senior

• 60 - 84 months: Candidate is able to work independently, without assistance and provides guidance to others. May have an advanced education.

• 78 Months - Technical experience in end-user desktop troubleshooting and support.
• 78 Months - Technical experience with office-wide PC, laptop, network and printer/peripheral troubleshooting and support activity.
• 72 Months - Experience with ticket management software and related procedures (e,g, ITSM Service Now)
• 72 Months - Experience supporting, troubleshooting, and operating video-teleconference equipment.
• 72 Months - Experience with the Microsoft Suite of products as well as Desktop O/S.
• 48 Months - Experience working as a support manager in an IT environment with responsibility for self-managing and supporting all aspects of IT within a setting supporting 75+ staff.
• 48 Months - Experience in understanding and compliance with confidentiality related to sensitive data. ( e.g., HIPAA/HITECH Law, Pub 1075)
• 48 Months - Experience in a customer service related support position providing direct, in-person technical support to Executive level clients/customers and administrators
• 48 Months - Experience managing and prioritizing support calls
• 24 Months - Experience with internet-based teleconference software support (e.g. WebEx, MS Teams, Zoom)

Skills Required