Review Vacancy
AgencyDASNY - Dormitory Authority of the State of New York
TitleSenior IT Support Specialist
Occupational CategoryOther Professional Careers
Salary RangeFrom $57927 to $73859 Annually
Minimum Qualifications Minimum Qualifications
Bachelor's degree plus three years relevant help desk, desktop, network, server administration, and/or telecommunications experience, or Associate's degree plus six years relevant help desk, desktop, network, server administration and/or telecommunications experience.
Preferred Qualifications
Bachelor's degree in Computer Science plus three years relevant experience. Desktop knowledge and experience as described below:
• Knowledge of current versions of Windows, Microsoft Office , including e-mail administration, SharePoint, encryption, and end-point security.
• Extensive knowledge of PCs, printers, networking equipment, mobile devices (smart phones, tablets).
• Demonstrated ability to document installation and usage instructions, as well as process flows.
Essential Skills
• Knowledge of and skills working with PCs, printers, networking equipment, mobile devices (smart phones, tablets) and software.
• Ability to troubleshoot complex issues related to interactions of PCs, printers, networking equipment, mobile devices, software and DASNY’s in-house and hosted application and servers.
• Demonstrated analytical, conceptual and problem-solving skills.
• Excellent oral, written and listening communication skills, including the ability to relate technical information to non-technical staff.
• Strong interpersonal skills.
• Demonstrated organizational skills and ability to prioritize.
• Demonstrated ability to read, understand and interpret technical and procedural manuals.
• Demonstrated ability to work independently.
Duties Description Primary Purpose
The Senior IT Support Specialist supervises and/or performs a wide variety of complex operational, developmental and administrative tasks related to the installation, maintenance, support, and troubleshooting of PC systems, server-based systems, network, telecommunications, hardware and software. The Senior IT Support Specialist implements effective solutions, improves system performance and troubleshoots complex problems with the understanding of global system interactions between servers, storage, networking and client computing devices, The Senior IT Support Specialist is characterized by relatively higher levels of responsibility, independent judgment and technical expertise.
Essential Functions
• Provide technical assistance to users and IS staff, including proper choice/use of PC software, hardware, applications, and peripherals. Partner with other IS staff and vendors to troubleshoot issues with above, utilizing production, test, and development scenarios as appropriate, while demonstrating a detailed understanding of the environment.
• Recommend and assist with implementing tools and processes to promote self-service.
• Develop, distribute, and post FAQs, Wikis, and staff announcements. Document complex problem resolutions. Analyze all solutions for historic reference, identification of training needs and identification of hardware/software deficiencies. Perform final review and approval of mass communications and documentation drafted by staff.
• Partner with IT leadership to implement processes and tools to manage IT assets including hardware, software, hosted services, and equipment. Maintain the IT assets library.
• Work directly with external IT vendors to implement solutions and troubleshoot issues.
• Act as the project lead for technical projects, including managing schedules and budgets.
• Perform and supervise a wide variety of operational, developmental, and administrative tasks related to DASNY's computer systems.
• Manage, prioritize and/or monitor workload and allocate tasks and assignments among staff.
• Ensure software license compliance. May be required to administer the access permissions and installation of specialized software.
Desktop Operations
• Manage and coordinate the deployment, installation and maintenance of DASNY’s personal computers, PC-WAN and PC-LAN systems and peripherals.
• Partner with Infrastructure staff in planning for new, existing, and relocation of field sites and field site staff.
• Facilitate reliable operation of system and application software by monitoring and evaluating system usage and keeping desktop systems tuned for optimum performance.
• Ensure a standard desktop installation of both hardware and software by utilizing current technology such as automated software deployment, ghosting and imaging.
• Confirm that anti-virus, anti-malware, personal firewall and encryption components are installed and updated on DASNY-issued PCs, laptops, and mobile devices and work to resolved any discrepancies.
• Analyze trends in PC hardware and software. Maintain current knowledge of new developments, pricing and sources.
• Manage and coordinate usage trials of new hardware and software prior to DASNY-wide distribution.
Help Desk
• Provides second-level technical support for hardware, software, telecommunications, and network related issues. Assist help desk staff with troubleshooting complex issues prior to involving other IS staff members or vendors.
• Manage communication between technical staff and end users. Oversee technical solutions, while providing updates on incidents and requests to users.
• Research, recommend, implement, use and maintain IT service management (ITSM) software to track and process incidents, service requests, and change management.
• Develop and monitor internal processes related to ITSM software components.
• Partner with other teams in IT department to prepare helpdesk for new technology or application rollout.
• Partner with IT leadership to establish service level agreements (SLAs) for incidents and user requests. Develop internal controls to deliver service on time and monitor adherence to SLAs.
Other Duties and Responsibilities
• Participate in disaster recovery planning and execution.
• Deliver outstanding customer service to on-site and remote users, while promoting a service-oriented culture.
• Participate in the completion and follow up of quotes or requests for proposal; as needed, participate in the evaluation of responses.
• Work closely with the Information Security Officer to identify and apply appropriate security controls for user access to business information and submit updates to the disaster recovery plan when system changes occur.
• Maintain current knowledge of new hardware/software products and trends in the technology industry.
• Contribute to budget preparation, planning and management for the above functions.
• Assess, develop and implement internal controls, and oversee the review and testing of same.
• Develop, document and implement procedures.
• Undertake special assignments as directed.
• Must maintain regular attendance in accordance with DASNY attendance and leave policies.
• Must adhere to the NYS Information Security Policy Standards established and issued by the Office of Cyber Security and Critical Infrastructure Coordination. (Standards can be found on the Intranet and NY State ITS sites).
Supervision
Supervision of employees may be required.
Additional Comments Physical/Mental/Visual Demands
Travel is required, using public transportation, rental vehicle, DASNY vehicle or personal vehicle. This travel may include overnight stays at public accommodations and related establishments. This position requires complex and time-pressured decision-making and availability to work a modified work schedule or extended workday hours. May require physical mobility (movement from place to place) and exposure to heights (climbing ladders, scaffolding, etc.). Must be able to lift up to fifty pounds.
Work Environment
Standard office environment, including the use of one or more of the following: PC, telephone, fax machine, printer, copier, electronic stapler/hole punch/date stamp, shredder.
DASNY is an Equal Employment Opportunity employer committed to excellence and diversity.
All qualified candidates are encouraged to apply.
Some positions may require additional credentials or a background check to verify your identity.