Senior IT Digital Support Specialist

Summary Manages or performs work associated with all aspects of activities, services, technology, and products that IT provides and IT governance to ensure that IT investments sustain and extend its strategies and objectives. This includes providing direction and developing information technology strategies, policies, and plans, performing maintenance of information technology resources, training and supporting technology users, providing network and communications services, data governance and management, IT governance framework, processes, management and performance reporting of IT services, as well as, AGILe (Advanced Grid Innovation Lab for Energy), digital transformation, and research and development services.

Manages all activities necessary to enable NYPA to anticipate, prevent, and respond to technology interruptions. Support for the services, technology, and products that IT provides. This includes setup, troubleshooting issues, determining solutions, helping customers to resolve problems, providing technical feedback on changes/enhancements, creating tests, tools, and diagnostic procedures, assisting in complex technical solutions requiring changes to core functionality, code, and systems operation, and service fulfillment.

This role requires working on-site five days a week, participation in a rotational 24/7 after-hours IT support schedule, and approximately 50 percent travel to various NYPA and Canals sites throughout New York State.

Responsibilities Provide advance-level technical support to end-users via phone, email, or in-person for resource related issues, analyze and troubleshoot complex incidents, identifying root causes and implementing long-term solutions to minimize recurring problems.

Proactively monitor IT systems, networks, and infrastructure for performance, availability, and security issues; which will lead to identify and respond alerts and incidents promptly to minimize downtime and service interruptions. Participate in incident response efforts during critical outages or security breaches while documenting incident details, actions taken, and resolutions for future reference and analysis.  Implement incident management best practices to ensure timely incident resolution.

Monitor Service Desk queue and ticket handling to meet or exceed response and resolution SLA targets for incidents and requests, ensuring Service Desk performance aligns with organizational standards. Take ownership of escalated tickets from junior analysts and effectively manage them through to resolution / fulfilment, ensuring timely updates and closure. Coordinate with other IT teams and third-party vendors to escalate and resolve issues beyond the service desk's scope.

Maintain and update a comprehensive knowledge base to ensure accurate and up-to-date information for both the service desk team and end-users. Documentation maintenance using Service Now Knowledge articles, troubleshooting steps, solutions, and workarounds for complex issues.

Proactively identify opportunities to enhance service desk processes, tools, and procedures to optimize efficiency and user satisfaction. Stay updated with the latest technology trends, emerging technologies and industry best practices in IT monitoring and support. Optimize & explore innovative approaches to enhance service delivery and user experience while proposing enhancements to monitoring tools, processes, and procedures to optimize IT operations.

Coach junior service desk analysts, sharing best practices, and helping them develop their technical skills and customer service capabilities. Conduct training sessions and knowledge sharing activities to improve the team's overall knowledge base.

Prioritize user satisfaction and consistently deliver exceptional customer service, fostering a positive and supportive Service Desk environment.

Knowledge,

Skills and Abilities

Extensive experience following ITIL processes, procedures including ticketing systems (like Service Now, Remedy, etc.).Strong knowledge of ITIL best practices and incident management processes, to include excellent communication and interpersonal skills to interact effectively with end-users and team members.

Proficiency in troubleshooting hardware, software, network, and system-related problems and using monitoring tools and technologies. Ability to guide junior analysts, and strong analytical and problem-solving skills.

Experience in desktop operating systems, PCs, Laptops, software applications, Active Directory, Remote…