IT Specialist

The IT Specialist Supports the ongoing operation of personal computing devices, applications, and network resources in the OMH NYC Field Office\Commissioner's location; ensuring the standardized, efficient, and reliable operation of the office’s PCs, network, file and print services, and video teleconferencing environment.
Responsibilities include but not limited to:

• 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 OMH and ITS Information Security Policies as well as OMH 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 OMH onsite office staff 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.

Job Qualification

• 5 - 7 Years: Candidate is able to work independently, without assistance and provides guidance to others. May have an advanced education.
• 6.5 Years of technical experience in end-user desktop troubleshooting and support.
• 6.5 Years of technical experience with office-wide PC, laptop, network, and printer/peripheral troubleshooting and support activity.
• 6 Years of experience with ticket management software and related procedures (e.g., ITSM Service Now).
• 4 Years of experience managing and prioritizing support calls.
• 6 Years of experience with Microsoft Suite of products as well as Desktop O/S.
• 4 Years of 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.
• 4 Years of experience in understanding and compliance with confidentiality related to sensitive data (e.g., HIPAA/HITECH Law, Pub 1075).
• 4 Years of experience in a customer service-related support position providing direct, in-person technical support to executive-level clients/customers and administrators.
• 6 Years of experience supporting, troubleshooting, and operating video-teleconference equipment.
• 2 Years of experience with internet-based teleconference software support (e.g., WebEx, MS Teams, Zoom).