NYS OASAS HBITS-05-13335 Senior IT Specialist

Opportunity DetailsFull Time NYS OASAS HBITS-05-13335 Senior IT Specialist New York, NY Outcomes. Delivered.GCOM develops technology that helps state and local governments improve outcomes for the people they serve. For example, our technology:Ensures that mothers can buy healthy food for their children through the WIC programHelps first responders decrease opioid overdoses in their neighborhoodsTracks trends in human trafficking so local law enforcement can identify traffickers and better support victims Gives teachers the insights they need to spot students who need extra support Helps state tax agencies process returns 99% faster so taxpayers get their refunds right awayWe're more than a technology company we're an outcomes company.We encourage our employees to think differently, ask tough questions, and relentlessly pursue what's best for our customers and the residents they serve.We believe that the value of technology is defined by its human impact. If you agree, you've come to the right place.GCOM is looking for candidates, to fill a role of Expert IT Specialistto join ourNYS Office for Alcohol and Substance Abuse Services Team located in Albany, NY.Key Responsibilities: 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 NowUnderstand the ITS organization in order to work effectively with ITS Portfolio, Workplace Services, and Enterprise Operations teams to ensure timely resolution and appropriate escalationSupport 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 trainingMandatory Qualifications: 60 - 84 months: Candidate is able to work independently, without assistance and provides guidance to others. May have an advanced education.Desirable Qualifications: 78 Months - Technical experience in end-user desktop troubleshooting and support. 78 Months - Technical experience with office-wide PC, laptop, network and printer/peripheral troubleshooting and support activity. 72 Months - Experience with ticket management software and related procedures (e,g, ITSM Service Now) 72 Months - Experience supporting, troubleshooting, and operating video-teleconference equipment. 72 Months - Experience with the Microsoft Suite of products as well as Desktop O/S. 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. 48 Months - Experience in understanding and compliance with confidentiality related to sensitive data. ( e.g., HIPAA/HITECH Law, Pub 1075) 48 Months - Experience in a customer service related support position providing direct, in-person technical support to Executive level clients/customers and administrators 48 Months - Experience managing and prioritizing support calls 24 Months - Experience with internet-based teleconference software support (e.g. WebEx, MS Teams, Zoom) The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions. This includes, but is not limited to: skill sets, experience and training, licensure and certifications, and geographic location. At GCOM, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current hourly range is $48.00 to $58.00.If you think you are a good fit for us, we encourage you to apply. Check out our career website for all open positions!GCOM provides equal employment opportunities to all employees and applicants for employment without regard to race, color, creed, ancestry, national origin, citizenship, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status or domestic violence victim status, religion, age, disability, genetic information, service in the military, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Equal employment opportunity applies to all terms and conditions of employment, including recruitment and hiring, job assignment/placement, promotion, upgrading, demotion, termination, layoff, recall, transfer, leave of absence, rates of pay or other compensation, internship, and training.Minimum Salary: 48.00

Maximum Salary: 58.00

Salary Unit: Hourly