Information Technology Specialist 2 (Help Desk), SG-18

About the role

The New York State Department of Financial Services is building an equitable, transparent, and resilient financial system that benefits individuals and supports business. Through engagement, data-driven regulation and policy, and operational excellence, the Department and its employees empower consumers, protect them from financial harm, ensure the health of regulated entities, drive economic growth through responsible innovation, and preserve the stability of the global financial system.

Responsibilities

• Serves as the first point of contact for external entities, assess reported issues, and determine appropriate next steps;
• Provides front-line assistance for business applications used by external clients, including basic troubleshooting and guidance;
• Processes client requests such as access provisioning, configuration changes, and application-related tasks;
• Records all client interactions, findings, and actions clearly and accurately in the service management system;
• Maintains timely, professional communication with external entities, sets expectations, and ensures clarity throughout the support process;
• Resolves issues related to supported applications, user access, and basic system functionality;
• Manages and maintains client accounts in accordance with security and compliance requirements;
• Develops and maintains documentation to support consistent, high-quality service delivery to external entities;
• Ensures client-related tickets meet documentation, accuracy, and service-level standards;
• Assists external entities with onboarding processes, initial application setup, and orientation to supported systems;
• Occasionally works outside of normal business hours may be required;
• Travels to alternate facilities as needed.

Minimum Qualifications

• One year of permanent competitive, non-competitive NY HELPS, or 55-b/55-c service as an Information Technology Specialist 1 or Information Technology Specialist 1 (Programming); or
• Six years of specialized experience in information technology.

Education and experience substitutions:

• 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.

Appointment Method

NY HELPS: This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS). Employees hired under NY HELPS will have their non-competitive employment status converted to competitive status within one year of permanent appointment, without having to compete in an examination, and will be afforded the same rights and privileges as competitive class employees. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.

Pay

Salary: $66,951 – $85,138

Positions located within the New York City metropolitan area, as well as Suffolk, Nassau, Rockland, and Westchester Counties, are also eligible to receive an additional $4,000 annual downstate adjustment. Positions located in the New York City metropolitan area, as well as the Mid-Hudson region, are eligible to receive an additional $9,196.00 Increased Hiring Salary.