IT Specialist (end-user desktop troubleshooting and support, ITSM Service Now, Microsoft Suite) - MVP Consulting

HBITS-05-13335

The consultant will serve as a dedicated resource providing technical support for agency employees in OASAS' NYC Office.

Under the direction of Enterprise Workplace Services management, the consultant will:

• Monitor/oversee the local technical environment to ensure proper functioning (e.g. ensure network infrastructure, video conference, and other local systems are operational.)
• Work with client agency to ensure timely incident reporting and service request entry through ITSM Service Now
• Understand the ITS organization in order to work effectively with ITS Portfolio, Workplace Services, and Enterprise Operations teams to ensure timely resolution and appropriate escalation
• Support end-user desktop environment and ensure automated updates of PCs and laptops via central operations occur.
• Understand user account and access environment to help triage and/or resolve access issues.
• Understand OASAS and ITS Information Security Policies as well as OASAS specific regulations regarding confidential data.
• Understand ITS procedures relative to user support, provide direction to agency for submitting tickets, requesting training and locating resources offered by ITS related to its services
• Ensure familiarity and proficiency in technical support of video conferencing equipment; reach out to ITS colleagues and/or vendor support (when available) for assistance
• Provide basic 'how to' instruction to users for common desktop functionality/software issues, and for establishing video conference calls and use of technology to present or share information.
• Collaborate with OASAS Office Services team as necessary to resolve agency office related support issues that fall under their purview.
• Respond to all incoming help calls as they are received.
• Provide technical assistance (person-to-person) to all users.
• Travel to nearby locations to participate in required technical training

IT Specialist
Works in the field of Information Technology, experienced in the usage and support of a collection of development platforms, technical architectures or business applications and products that run on those platforms - beyond that of a Programmer.

Senior 60 - 84 months: Candidate is able to work independently, without assistance and provides guidance to others. May have an advanced education.

1. 78 Months - Technical experience in end-user desktop troubleshooting and support.
2. 78 Months - Technical experience with office-wide PC, laptop, network and printer/peripheral troubleshooting and support activity.
3. 72 Months - Experience with ticket management software and related procedures (e,g, ITSM Service Now)
4. 72 Months - Experience supporting, troubleshooting, and operating video-teleconference equipment.
5. 72 Months - Experience with the Microsoft Suite of products as well as Desktop O/S.
6. 48 Months - Experience working as a support manager in an IT environment with responsibility for self-managing and supporting all aspects of IT within an office setting supporting 75+ staff.
7. 48 Months - Experience in understanding and compliance with confidentiality related to sensitive data. ( e.g., HIPAA/HITECH Law, Pub 1075)
8. 48 Months - Experience in a customer service related support position providing direct, in-person technical support to Executive level clients/customers and administrators
9. 48 Months - Experience managing and prioritizing support calls
10. 24 Months - Experience with internet-based teleconference software support (e.g. WebEx, MS Teams, Zoom)