Senior IT Specialist

ONLY CONSIDERING CANDIDATES WITH  5 YEARS OF EXPERIENCE WHO RESIDE WITHIN A COMMUTABLE DISTANCE TO BROOKLYN, NY- NOT OPEN TO RELOCATION
 
 
“Join GD Resources for dynamic opportunities in business management and IT, where innovation meets excellence.”
 
 
About the Company:
GD Resources is a Veteran Women-Owned Business Management and Information Technology company committed to excellence. GD Resources provides dynamic opportunities for veterans and professionals alike to contribute to innovative projects and drive success in a collaborative and supportive environment. Join us to make a difference, advance your career, and grow with a company that values integrity, diversity, and continuous improvement.


Job Title: Senior IT Specialist
Task Order: HBITS-07-14370
Agency: State of New York – Office of Addiction Services and Supports
Location: Hybrid – Brooklyn, NY
Duration: 30 Months
Rate: Depends on experience

Position Overview
This HBITS role 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.
This role 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, as well as providing teleconference/video conference support to agency staff.

Qualifications

• IT Specialist: Works in the field of Information Technology, experienced in the usage and support of a collection of development platforms, technical architectures, or business applications and products that run on those platforms – beyond that of a Programmer.
• Senior (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 ServiceNow).
• 6 years of experience supporting, troubleshooting, and operating video-teleconference equipment.
• 6 years of experience with the Microsoft Suite of products as well as Desktop Operating Systems.
• 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 a 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.
• 4 years of experience managing and prioritizing support calls.
• 2 years of experience with internet-based teleconference software support (e.g., WebEx, MS Teams, Zoom).

Day-to-Day Tasks

• Monitor and 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 ServiceNow.
• Understand the ITS organization in order to work effectively with ITS Dedicated Support Team, 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.
• Triage and resolve user access issues.
• Provide direction to agency for submitting tickets, requesting training, and locating resources offered by ITS.
• 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.

Ideal Candidate Profile

• Proven ability to work independently and manage multiple technical priorities in a fast-paced environment.
• Strong interpersonal and communication skills, especially in supporting executive or administrative users.
• Excellent troubleshooting and problem-solving abilities with a customer-focused mindset.
• Knowledge of ITSM workflows, ticket escalation, and documentation best practices.
• Understanding of information security and compliance standards such as HIPAA/HITECH.

Work Environment

• Hybrid schedule with both on-site and remote support duties.
• Collaboration with internal IT teams and external vendors for incident resolution and project coordination.
• End-user environment of approximately 75 staff.

Required Documents

• Résumé
• Copy of candidate identification (driver’s license, passport, visa if applicable)
• Degree/certifications (if applicable)
• Three professional references
• Completed Form 2

GDR is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable law. We are committed to equal opportunity in all aspects of employment, including hiring, promotion, compensation, and benefits.