Information Technology Specialist ; Programming); NY HELPS

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Occupational Category No Preference

Salary Grade 23

Bargaining Unit PS&T - Professional, Scientific, and Technical (PEF)

Salary Range From $86681 to $109650 Annually

Employment Type

Full-Time

Appointment Type Permanent

Jurisdictional Class Competitive Class

Travel Percentage 0%

Workweek Mon-Fri

From 9 AM

To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

County Albany

Street Address Office of Performance Improvement and Management Services

City Albany

State NY

Duties Description The New York State Education Department’s (NYSED) Office of Performance and Information Management Services (PIMS) is seeking a candidate for an Information Technology Specialist 3 (Programming) position in the Office of Information Technology Services (ITS). The incumbent of this position will supervise NYSED’s ITS Help Desk and Training Unit in the Automation Support Center. Duties of this position include, but are not limited to, the following:

• Directly supervise the day-to-day operations of the ITS Help Desk and Training Unit and its staff;
• Direct staff in planning and scheduling activities related to the review, evaluation, and testing of new products;
• Develop staff skills to support the functions of the ITS Help Desk and Training Unit, including customer service skills and classroom training skills;
• Provide guidance, direction, and supervision of ITS subordinate staff, and assist staff with professional development of technical and non-technical skill sets;
• Serve as Level 3 advanced support for complex technical hardware, software, and network problems, and devise solutions that meet customers’ needs;
• Establish work processes, maintain a knowledgebase, and collaborate with other ASC staff to resolve technology problems;
• Supervise computer training related activities;
• Create and present classroom training and training materials associated with NYSED supported software;
• Apply project management tools to develop and oversee special projects;
• Utilize Microsoft Endpoint Configuration Manager for desktop management;
• Troubleshoot domain account issues using Microsoft Active Directory;
• Utilize call tracking software and identify areas for improvement;
• Maintain and analyze monthly, quarterly, and annual statistics regarding services provided by the ITS Help Desk and Training Unit;
• Support Microsoft Access systems in the Department by assisting customers with troubleshooting Visual Basic code, preparing for Office 64-bit conversion, and adding functionality to databases with Access macros and VBA code;
• Utilize Power Bi capabilities for data flow and processing;
• Support the ITS Help Desk Verizon VCC system by programming scripts/flows that improve call handling;
• Manage, review, and improve the content of the ITS Help Desk and Training Unit’s website and Confluence articles;
• Act as a team leader on various projects analyzing new software versions, hardware, and Help Desk and Training procedures; and
• Motivate staff to provide quality services and continuously improve the type and level of services offered to NYSED staff.

Minimum Qualifications NY HELPS

This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).

For the duration of the NY HELPS Program, this title may be filled via a non-competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply. At a future date (within one year of permanent appointment), it is expected employees hired under NY HELPS will have their non-competitive employment status converted to…