New York Power Authority IT Services Specialist (Albany) in Albany, New York

IT Services Specialist (Albany)

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Job Description

The IT Services Specialist will report to the Manager of Customer Services and under general direction will provide overall IT Services across all IT service areas including desktop, mobile, infrastructure, application, cyber security, project management, and business relationship management.

  • Support Desktop & Laptop Lifecycle; (Configuring & Installation of Equipment, End User training / Support, Tracking of all Assets from purchase through to disposal).

  • Assist in creating "roadmap" for desktop hardware, printer equipment, and wireless devices.

  • Meet with user departments in assessing the requirements for local applications systems in the areas of enhancements and/or new installations, and maintenance

  • Meet with Applications staff to determine future production requirements and existing system problem areas. Facilitate development of work plans to address these issues

  • Research, evaluate, select hardware, software to meet the needs to the business as it pertains to introduction of new technology.

  • Develop and maintain a library of information by documenting hardware, software installation procedures, support information, and equipment inventory

  • Work with IT staff on developing policies, procedures, and standards that reflect NYPA systems architectures.

  • Responsible for purchasing, administration, billing and dispute resolutions as pertains to area of responsibility.

  • Support Help Desk in a level 2 capacity

  • Order computer supplies related to his or her area of responsibility.

  • For system outages – escalate issues to 3rd Level Support (Via - Email, Desk / Cell Phone, Text Messaging) and assist the support team as required.

  • The use of Remote Software Tools as required to managed Desktop PCs, Laptops

  • Effectively respond to help desk tickets and provide issue resolution

  • Verifying that applications are functioning properly after any change, patch, upgrade, etc.

  • After normal business hour (7:00am – 5:00pm) work to support the business, as needed by the business and to minimize service disruption during normal business hours.

  • Rotation in after-hours service desk schedule, supplying 7x24 Help Desk service to the business.

Required Skills

  • Experience in all phases of multi-user computer systems, and network architecture including the ability to determine the cause of problems on a desktop.

  • Strong knowledge of data processing industry, business environments, applications, concepts and methods, and of commercially off-the-shelf ("COTS") products and their regulations, structure, techniques and management practices in an open system, multi-vendor environment

  • Ability to identify problems and make well thought-out recommendations.

  • Ability to follow minimal directions as required, and to work independently in support of the Call Center

  • Competency required in planning ability, team work, getting job done, collaboration, positive attitude, initiative.

    Knowledge with:
  • Windows Operating Systems

  • Mobile Devices

  • Desktop PCs, Laptops

  • Standard MS Office Products

  • Email

  • Active Directory

  • Network Printing

  • Enterprise\departmental applications specific to NYPA

  • Management tools pertaining to Desktops, Laptops, Mobile Devices

  • Demonstrated technical skills in all phases of systems analysis techniques.

  • Broad understanding of IT industry trends and tools as they apply to providing solutions to stated business issues and opportunities.

  • Ability to identify and implement practical technical solutions within acceptable business value parameters and cost/benefit determinations.

  • Good negotiation skills to reach outcomes that gain the support and acceptance of all parties.

  • Access Control Systems and Access Methods

  • Applications and Systems Development Security

  • BCP and Disaster Recovery

  • Law Investigation and Ethics

  • Operations Security

  • Telecommunications and Network Security

Required Experience

  • Bachelor’s Degree in computer science, engineering or related technical or business discipline

  • Minimum 6 years quality experience (or a minimum of 8 years of directly related experience for non-degree holders) including at least 4 years in a desktop support environment

  • Experience in desktop support operating systems

  • Advanced degree/training, professional affiliations desirable

Job Location

Albany, New York, United States

Position Type