IT Digital Support Specialist

Summary

The NYPA IT Service Desk provides comprehensive daily support for all resources related to the activities, services, technologies, and products delivered by the IT organization. This includes troubleshooting technical issues, offering expert guidance on system changes and enhancements, fulfilling service requests, and training and supporting technology users across the enterprise.

The IT Digital Support Specialist serves as a senior technical resource, delivering advanced support and ensuring an exceptional IT service experience for end users. This role leverages extensive IT support expertise to resolve complex technical problems, enhance service desk operations, and improve overall organizational efficiency. Key responsibilities include monitoring critical systems to maintain continuous IT service availability and providing expert, high quality technical assistance to internal users.

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Responsibilities

• Provide IT Services including desktop, mobile, infrastructure, application management.


• Assist in monitoring compliance with IT standards and processes.


• Leverage established metrics and KPIs to continually assist in improving IT service delivery.


• Assist in the operation, support, and improvement of NYPA ITIL processes such as: Change Management, Configuration/Inventory Management, Incident and Problem Management, and Request Fulfilment.


• Assist in publishing and maintaining ITSM related processes workflows and procedure documents.


• Support in improving the IT Service Catalog.


• Assist with the testing and implementation of new systems.


• Function as backup to other roles within the department


• Support rotational after-hours on-call support.

Knowledge, Skills and Abilities

• Experienced in following ITIL processes, procedures including ticketing systems (like ServiceNow, Remedy, etc).


• Experience supporting end-user Operating Systems (Windows, MacOS)


• Experience supporting M365 products, including SharePoint Online, OneDrive, Teams, etc.


• Strong communication and collaboration skills.


• Skilled in understanding and managing risks appropriately.


• Experience with end-user compute devices and peripherals (laptops, desktops, printers, scanners, and mobile device configuration).


• Strong aptitude to learn and adapt to new technologies, methods, processes, and procedures.


• Experience in supporting software applications, Active Directory, and Remote Desktop Tools.

Education, Experience and Certifications

Minimum Education/Experience:

• Associate’s degree required with minimum 4 years of directly related experience preferred.


• May require certifications and licensures needed to meet Energy industry, federal, state, or local regulations.

Preferred Education/Experience:

• Bachelor’s degree in Computer Science or related field with minimum 2 years of experience in Information Technology field preferred.

Physical Requirements

• Depending on the position, may be required to travel to other NYPA sites.


• Will be required to lift and move items weighing up to 40 lbs. on a regular basis.


• Considerable bending and crawling may be required in hardware installations.


• Roles may subject to extreme workloads and after hours support as needed.