The Senior IT Specialist will report to the Manager of Customer Service and under general direction will provide overall IT Services and supervision across all IT service areas including desktop, mobile, infrastructure, application, cyber security, project management, and business relationship management.
Manage Desktop & Laptop Lifecycle; (Configuring & Installation of Equipment, End User training / Support, Tracking of all Assets from purchase through to disposal).
Assist with the design, testing, implementation of new systems.
Purchase hardware, software as needed in support of projects.
Mobile devices (Cell Phones) configuration, equipment delivery, end user training and support.
Support Senior Management Team as needed (Off-site presentations, hardware / software purchases, end user support and training).
Act in a leadership role, mentoring of junior staff in technology, procedures, policy, and departmental strategies.
Assist in creating "roadmap" for desktop hardware printer equipment, wireless devices.
Meet with the business units to identify system enhancements pertaining to hardware / software upgrades, purchases and create work plans to address the needs of the department.
Research, evaluate, select hardware, software to meet the needs to the business as it pertains to introduction of new technology.
Develop, maintain a library of documentation pertaining to hardware / software installations.
Responsible for purchasing, administration, billing and dispute resolutions as pertains to his or her area of responsibility.
Support Help Desk in a level 2 capacity
Order computer supplies related to his or her area of responsibility.
Create and maintain service metrics.
For system outages – escalate issues to 3rd Level Support (Via - Email, Desk / Cell Phone, Text Messaging) and assist the support team as required.
Prepare and analyze detailed specifications from which major upgrades, system enhancements, and new project development requirements will be implemented. Consider hardware & software
The use of Remote Software Tools as required to managed Desktop PCs, Laptops
Effectively respond to help desk tickets and provide issue resolution
Verifying that applications are functioning properly after any change, patch, upgrade, etc.
After normal business hour (7:00am – 5:00pm) work to support the business, as needed by the business and to minimize service disruption during normal business hours.
Rotation in after-hours service desk schedule, supplying 7x24 Help Desk service to the business.
Experience in desktop operating systems, PCs, Laptops, software applications, Active Directory, Remote Desktop Tools
Experience in all phases of multi-user computer systems, and network architecture including the ability to determine the cause of problems on a desktop.
Strong knowledge of data processing industry, business environments, applications, concepts and methods, and of commercially off-the-shelf ("COTS") products and their regulations, structure, techniques and management practices in an open system, multi-vendor environment
Ability to identify problems and make well thought-out recommendations.
Ability to follow minimal directions as required, and to work independently in support of the Call Center
Competency required in planning ability, team work, getting job done, collaboration, positive attitude, initiative.
Windows Operating Systems
Desktop PCs, Laptops
Standard MS Office Products
Enterprise\departmental applications specific to NYPA
Management tools pertaining to Desktops, Laptops, Mobile Devices
Demonstrated technical skills in all phases of systems analysis techniques.
Broad understanding of IT industry trends and tools as they apply to providing solutions to stated business issues and opportunities.
Ability to identify and implement practical technical solutions within acceptable business value parameters and cost/benefit determinations.
Good negotiation skills to reach outcomes that gain the support and acceptance of all parties.
Access Control Systems and Access Methods
Applications and Systems Development Security
BCP and Disaster Recovery
Law Investigation and Ethics
Telecommunications and Network Security
Bachelor’s Degree in computer science, engineering or related technical or business discipline
Minimum 8 years quality experience (or a minimum of 10 years of directly related experience for non-degree holders) including at least 4 years in a desktop support environment
4 years of Desktop Support service in a leadership role preferred
Experience in desktop support operating systems
Advanced degree/training, professional affiliations desirable