IT Specialist Senior - Dynamic Team

NYS Office of Addiction Services and Supports is seeking a IT Specialist Senior. Consultant will provide project management related tasks to multiple OASAS Secure Software Development Lifecycle Projects, IT projects supporting mission critical business processes, and Infrastructure projects, and others as needed.

Project Description:
Consultant 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.

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 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 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 training

Requirements:

• 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 prioritiziing support calls
• 24 Months - Experience with internet-based teleconference software support (e.g. WebEx, MS Teams, Zoom)

Work hours and location:

• Full time role with engagement lenth of 30 months
• Daily work hours: 8:30 - 5pm
• Physical office location: 501 7th Avenue, New York, NY
• Fully ONSITE role.

Spruce Technology, Inc. is a mid-size, award-winning (Inc 5000, SmartCEO, Entrepreneur of the Year) technology services firm with a steadily growing portfolio of commercial and government clients. Spruce provides innovative technology solutions, specialized IT staff, and IT strategy consulting nationwide. Spruce maintains partnerships with major technology vendors and continually develops leading-edge offerings in service areas such as digital experience, data services, application development, infrastructure, cyber security, and IT staffing.

Spruce Technology, Inc. is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Consistent with the Americans with Disabilities Act, it is the policy of Spruce Technology, Inc. to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process.