The NYS Office of Information Technology Services (ITS) is the State’s centralized Information Technology organization responsible for the design, support and management of technology solutions that drive the State’s most important policy initiatives and support the business, operations and critical missions of 50 state agencies. NYS ITS is a single, enterprise-grade IT organization designed to optimize IT investments across all of state government, advance IT service delivery best practices and enhance government services to its’ citizens.
NYS ITS seeks creative, motivated individuals to be part of a connected community of technology professionals. NYS ITS creates opportunities for our employees to build new skills, achieve a higher degree of mastery, and take on bigger challenges. We look for innovative solutions that anticipate our partners’ needs, extending into the foreseeable future. We maintain a working environment that empowers our employees to think and act creatively in the best interest of our organization, client-agencies, the State and its citizens and businesses.
Under the general direction of an Information Technology Specialist 3, SG-23, within the Chief Technology Office, Workplace Services Bureau, Statewide Field Services Section, the Information Technology Specialist 2/Zone Technician, SG-18, will function as general desktop support staff for Workplace Services Support within the NYS Office of IT Services (ITS). These positions will be assigned to a variety of locations in support of ITS’s client agencies and may require lifting equipment weighing up to 50 pounds, intermittent travel, and some overtime.
Specific duties include, but are not limited to, the following:

• Review and respond to IT Service Management (ITSM) system incident and request tickets within designated assignment group.
• Receive and professionally and courteously address desktop support calls transferred by the Service Desk.
• Monitor ITSM work queues to ensure timely and effective resolution/fulfillment of client requests.
• Collaborate with counterparts within other regional areas as workload dictates.
• Install, load, and configure software and applications.
• Troubleshoot and provide technical assistance to clients.
• Obtain base knowledge in the core products used by supported clients.
• Document diagnostic steps taken to troubleshoot/resolve client issues.
• Work with other ITS groups to resolve computer-related issues.
• Install, configure, and troubleshoot Multi-function Printers and Network printers.
• Work with vendor support to resolve technical problems with agency IT equipment.
• Train and orient users on hardware and software where appropriate.

Some positions may require fingerprinting.
Some positions may require up to 25% travel and/or lifting up to 50 lbs. Some positions are pending Civil Service approval. Details of position(s) will be described further if you are selected for an interview.
Positions located in New York City, will receive an additional $3,203 downstate adjustment location pay with regular annual salary.
For the duration of the NY HELPS Program, this title maybe filled via a non- competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply. At this time, agencies may recruit and hire employees by making temporary appointments. In May 2024, if a temporary NY HELPS employee is satisfactorily performing in the position, the appointment will be changed from temporary pending Civil Service Commission Action to permanent non-competitive and the official probationary period will begin.
At a future date (within one year of permanent appointment), it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded with all of the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.
Benefits of Working for NYS Generous benefits package, worth 65% of salary, including:
Holiday & Paid Time Off

• Thirteen (13) paid holidays annually
• Up to Thirteen (13) days of paid vacation leave annually
• Up to Five (5) days of paid personal leave annually
• Up to Thirteen (13) days of paid sick leave annually for PEF.
• Up to three (3) days of professional leave annually to participate in professional development

Health Care Benefits

• Eligible employees and dependents can pick from a variety of affordable health insurance programs
• Family dental and vision benefits at no additional cost

Additional Benefits

• New York State Employees’ Retirement System (ERS) Membership
• NYS Deferred Compensation
• Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds
• Public Service Loan Forgiveness (PSLF)
• And many more.