Information Technology Specialist 2

About the role

Under the direction of an Information Technology Specialist 3, the Information Technology Specialist 2 (ITS2) performs technical activities related to the support and management of customer endpoint technologies including desktop computers, laptop computers, tablets, smartphones, printers, peripheral equipment, operating systems, enterprise endpoint management systems, and related technologies.

Responsibilities

• Provide customer support for endpoint hardware, operating systems, software, authentication, database connectivity, network access, security, and mobile device technologies.
• Respond to customer support requests received through telephone, email, ticketing systems, and in person.
• Install, configure, test, deploy, maintain, troubleshoot, and perform lifecycle management of customer endpoint equipment and software.
• Develop and maintain technical and customer-facing documentation, provide customer training and technical assistance, and support enterprise endpoint management systems used to deploy, secure, inventory, and manage Authority computing resources.
• Serve as the Digital Workplace and Client Services team's technical resource for enterprise wireless telecommunications and mobile device administration.
• Administer the Authority's enterprise wireless mobility environment, including smartphones, tablets, MiFi hotspots, LTE/5G modem devices, and associated carrier services in accordance with established standards, policies, procedures, and contractual agreements.
• Handle device procurement, provisioning, enrollment, lifecycle administration, carrier coordination, service plan administration, billing analysis, inventory management, and technical support.
• Collaborate with Microsoft 365 administrators, Information Security personnel, Finance, wireless service providers, and business units to implement established mobility standards, support enterprise security requirements, and deliver reliable, cost-effective wireless services.
• Perform work independently within established standards, policies, procedures, and technical guidelines, exercising sound technical judgment while consulting higher-level technical staff on complex technical issues, enterprise architecture decisions, and matters requiring policy interpretation.
• Adhere to established standards, policies, procedures, and industry best practices while contributing to the continuous improvement of endpoint computing and enterprise mobility services.
• Perform other duties as assigned.

Qualifications

Transfer Qualifications for Current State Employees: Current New York State employee with one year or more of qualifying permanent service allocated to a Grade 16 or above and eligible for transfer under Section 70.1 and/or Section 52.6 of the NYS Civil Service Law.

NY HELPS Minimum Qualifications:

• A bachelor's or higher-level degree including or supplemented by 15 semester credit hours in computer science; or
• A bachelor's or higher-level degree in any field AND one year of experience in information technology; or
• 60 semester credit hours including or supplemented by 15 semester credit hours in computer science AND one year of professional experience in information technology; or
• Two years of professional experience in information technology.

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, it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded with all of the same rights and privileges of competitive class employees of New York State. While serving permanently in an NY HELPS title, employees may take part in any promotion examination for which they are qualified.