Information Technology Specialist Programming 2 - Hourly

About the role

The New York State Office of Information Technology Services (ITS) provides operational support 24 hours a day, 7 days a week, 365 days of the year, supporting more than 4,900 applications for 53 New York State Agencies. Under the direction of an Information Technology Specialist 3, SG-23, within the Chief Technology Office/Enterprise Network Services/Voice Operations group, the Information Technology Specialist 2, SG-NS, will be responsible for advanced analysis, engineering, implementation, and support of technologies within the UniteNY IP telephony and virtual meetings applications environment. The UniteNY environment has grown to support statewide customers, two data centers that are geographically separated, a highly complex core infrastructure and the enterprise video solution.

Responsibilities

• Perform provisioning (Move, Add, Change, Delete – MACD) and incident support for ITS telephony, video conferencing, and online meetings environments.
• Triage ITSM resolver queues to ensure incidents and service requests are handled in a timely fashion.
• Coordinate with system vendors and carriers for MACD support and trouble ticket break/fix work.
• Implement and support changes to ITS telephony, video conferencing, and online meetings environments; to include development of service notifications and related communications.
• Work with ITS project teams to ensure timely, complete, and appropriate delivery of services to ITS clients.
• Review business requirements documents to ensure UniteNY user needs are met and delivered on time.
• Develop and maintain system documentation, including detailed written technical procedures and reports.
• Work outside of normal business hours and on-call as required due to the 24x7x365 nature of the systems supported by this team and the nature of the work required to implement services.
• Occasional travel may be required.

Qualifications

Minimum Qualifications: 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.