IT Specialist Senior - PSI International
Albany, NY
About the Job
HBITS-05-13335 IT Specialist Senior
Agency Name: NYS OASAS
If YES, list the Project/Program Name:
Provide a short description of the Position: "Supports the ongoing operation of personal computing devices, applications, and network resources in the OASAS location; ensuring the standardized, efficient, and reliable operation of the office's PCs, network, file and print services, and video teleconferencing environment.
Provides hands-on and remote (as necessary) technical assistance to end-users in response to agency ITSM incidents and requests. Support may entail resolving and/or escalating general day to day trouble tickets to providing teleconference/video conference support to agency Executive staff.
Provide a list of the day-to-day tasks to be performed by the Selected Candidate:
"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:
1. Monitor/oversee the local technical environment to ensure proper functioning (e.g. ensure network infrastructure, video conference, and other local systems are operational.)
2. Work with client agency to ensure timely incident reporting and service request entry through ITSM Service Now
3. 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
4. Support end-user desktop environment and ensure automated updates of PCs and laptops via central operations occur.
5. Understand user account and access environment to help triage and/or resolve access issues.
6. Understand OASAS and ITS Information Security Policies as well as OASAS specific regulations regarding confidential data.
7. 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
8. Ensure familiarity and proficiency in technical support of video conferencing equipment; reach out to ITS colleagues and/or vendor support (when available) for assistance
9. 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.
10. Collaborate with OASAS Office Services team as necessary to resolve agency office related support issues that fall under their purview.
11. Respond to all incoming help calls as they are received.
12. Provide technical assistance (person-to-person) to all users.
13. Travel to nearby locations to participate in required technical training
"
Number of Position(s) being requested: 1
Position Job Title; IT Specialist
Position Skill Level: Senior
"Number of Form 2 Candidate Responses allowed per Contractor, per Position? 1
"Target Start Date: 5/1/2024
"Engagement Length in Months: 30
"Is this a Full or Part-Time Position?
(Full-Time is 40 Hours Per Week) " Full-Time
If Part-Time, enter approximate number of hours per week:
"What are the daily work hours?
(Note if negotiable or list preferred start and end time): " 8:30-5
Where is the Home Base Region? (Per Attachment 4) 3
Where is the physical work office located? 501 7th Avenue, New York, NY
"Is telecommuting allowed for this position?
(As designated by the Authorized User) " No
If YES, note if negotiable or list the percentage allowed/number of days allowed per week
What is the format of the Candidate interview? Webcasting
If Webcasting, is Candidate required to be on camera? Yes
What type of software is typically used by the Agency? Windows desktop, MS Office 365 products, Visio, Project, Adobe Professional, WebEx, Teams, ITSM Service Now
What type of hardware is typically used by the Agency? Laptops/desktop (Dell/Client), Cisco (phones and video conference devices), printers (various), Apple iPhones and iPads
Position Mandatory Qualification
"Position Job Title: 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.
"Position Skill Level: Senior
60 - 84 months: Candidate is able to work independently, without assistance and provides guidance to others. May have an advanced education.
Position Requested Qualifications
Requested Qualification
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 prioritiziing support calls
10 24 Months - Experience with internet-based teleconference software support (e.g. WebEx, MS Teams, Zoom)
If YES, include the additional security requirements:
Mandatory ITS Security Agreements and Fingerprint-based
Will additional training potentially be required during the Engagement? Yes
If YES, provide description of anticipated training:
Candidate will attend all New York State/OER and Agency mandated training programs, including but not limited to Internal Controls, Prevention of Workplace Violence, Sexual Harassment Prevention, Information Security, HIPAA and 42 CFR Part 2
What type and/or manner, of knowledge transfer is requested during the Engagement?
During the term of this assignment, knowledge transfer/sharing from the consultant to State employees will be expected in accordance with specific program needs.
Is travel anticipated during the Engagement? Yes
If YES, list anticipated frequency and locations for travel:
Occasional local travel to nearby locations to attend IT team meetings or trainings may be necessary.
Agency Name: NYS OASAS
If YES, list the Project/Program Name:
Provide a short description of the Position: "Supports the ongoing operation of personal computing devices, applications, and network resources in the OASAS location; ensuring the standardized, efficient, and reliable operation of the office's PCs, network, file and print services, and video teleconferencing environment.
Provides hands-on and remote (as necessary) technical assistance to end-users in response to agency ITSM incidents and requests. Support may entail resolving and/or escalating general day to day trouble tickets to providing teleconference/video conference support to agency Executive staff.
Provide a list of the day-to-day tasks to be performed by the Selected Candidate:
"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:
1. Monitor/oversee the local technical environment to ensure proper functioning (e.g. ensure network infrastructure, video conference, and other local systems are operational.)
2. Work with client agency to ensure timely incident reporting and service request entry through ITSM Service Now
3. 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
4. Support end-user desktop environment and ensure automated updates of PCs and laptops via central operations occur.
5. Understand user account and access environment to help triage and/or resolve access issues.
6. Understand OASAS and ITS Information Security Policies as well as OASAS specific regulations regarding confidential data.
7. 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
8. Ensure familiarity and proficiency in technical support of video conferencing equipment; reach out to ITS colleagues and/or vendor support (when available) for assistance
9. 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.
10. Collaborate with OASAS Office Services team as necessary to resolve agency office related support issues that fall under their purview.
11. Respond to all incoming help calls as they are received.
12. Provide technical assistance (person-to-person) to all users.
13. Travel to nearby locations to participate in required technical training
"
Number of Position(s) being requested: 1
Position Job Title; IT Specialist
Position Skill Level: Senior
"Number of Form 2 Candidate Responses allowed per Contractor, per Position? 1
"Target Start Date: 5/1/2024
"Engagement Length in Months: 30
"Is this a Full or Part-Time Position?
(Full-Time is 40 Hours Per Week) " Full-Time
If Part-Time, enter approximate number of hours per week:
"What are the daily work hours?
(Note if negotiable or list preferred start and end time): " 8:30-5
Where is the Home Base Region? (Per Attachment 4) 3
Where is the physical work office located? 501 7th Avenue, New York, NY
"Is telecommuting allowed for this position?
(As designated by the Authorized User) " No
If YES, note if negotiable or list the percentage allowed/number of days allowed per week
What is the format of the Candidate interview? Webcasting
If Webcasting, is Candidate required to be on camera? Yes
What type of software is typically used by the Agency? Windows desktop, MS Office 365 products, Visio, Project, Adobe Professional, WebEx, Teams, ITSM Service Now
What type of hardware is typically used by the Agency? Laptops/desktop (Dell/Client), Cisco (phones and video conference devices), printers (various), Apple iPhones and iPads
Position Mandatory Qualification
"Position Job Title: 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.
"Position Skill Level: Senior
60 - 84 months: Candidate is able to work independently, without assistance and provides guidance to others. May have an advanced education.
Position Requested Qualifications
Requested Qualification
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 prioritiziing support calls
10 24 Months - Experience with internet-based teleconference software support (e.g. WebEx, MS Teams, Zoom)
If YES, include the additional security requirements:
Mandatory ITS Security Agreements and Fingerprint-based
Will additional training potentially be required during the Engagement? Yes
If YES, provide description of anticipated training:
Candidate will attend all New York State/OER and Agency mandated training programs, including but not limited to Internal Controls, Prevention of Workplace Violence, Sexual Harassment Prevention, Information Security, HIPAA and 42 CFR Part 2
What type and/or manner, of knowledge transfer is requested during the Engagement?
During the term of this assignment, knowledge transfer/sharing from the consultant to State employees will be expected in accordance with specific program needs.
Is travel anticipated during the Engagement? Yes
If YES, list anticipated frequency and locations for travel:
Occasional local travel to nearby locations to attend IT team meetings or trainings may be necessary.
Source : PSI International