Duties Description The New York State Department of Financial Services seeks to build an equitable, transparent, and resilient financial system that benefits individuals and supports business. Through engagement, data-driven regulation and policy, and operational excellence, the Department and its employees are responsible for empowering consumers and protecting them from financial harm; ensuring the health of the entities we regulate; driving economic growth in New York through responsible innovation; and preserving the stability of the global financial system. The Department of Financial Services is seeking candidates for the position of Information Technology Specialist 4 (Service Desk) in the Technology Bureau. Duties include, but are not limited to, the following: Diagnoses, troubleshoots, and resolves complex hardware, software, network, and account issues across workstations, peripherals, operating systems, and business applications to ensure minimal disruption to end users; Fulfills routine and advanced service requests, including account setup, software installations, access provisioning, and the administration of remote access and Mobile Device Management (MDM) solutions; Maintains accurate, detailed, and timely records of all support activities in the service management system while providing clear updates and setting expectations with end users to deliver a high-quality support experience; Assists with technical setup, provisioning, and orientation for new-hire onboarding to ensure a seamless transition; Performs advanced troubleshooting and root-cause analysis on complex or recurring technical issues to identify and implement long-term corrective actions; Assists with the development, testing, and deployment of baseline Windows operating system images, software upgrades, and patches to optimize endpoint performance and deliver a consistent desktop experience; Assists with research, testing, and proof-of-concepts for new hardware and software technologies to assist in capacity planning and the long-term roadmap for the end-user computing platform (laptops, desktops, and mobile devices); Acts as the primary liaison and escalation point, coordinating with infrastructure, networking, security, and development teams to resolve complex, multi-layered technical challenges; Monitors system alerts, analyzes support trends (incoming calls, tickets, and requests), and utilizes performance metrics to recommend standards, procedures, and system optimizations to management; Audits service desk tickets for quality assurance and contributes to the team knowledge base to improve troubleshooting efficiency and consistency; Supervises daily service desk operations, manages workload distribution, monitors queue health, and ensures adequate support coverage; Supervises, coaches, and mentors junior technicians and lower-level IT staff, providing technical guidance, training, and quality reviews of their work; and Works occasional hours outside of normal business hours and travel to alternate facilities as required to support operational needs.

Minimum Qualifications List Appointment:

Candidates must be reachable on the Civil Service eligible list for 38-716010 or 26-383010.

Transfer:

Candidates must have one year of permanent competitive service in a title eligible for transfer via Sections 70.1 or 52.6 of the Civil Service Law. Information regarding transfer eligibility may be available on the Civil Service Career Mobility Office website at http://careermobilityoffice.cs.ny.gov/cmo/. Please note that under Civil Service Law, an employee cannot have two consecutive upward 70.1 or 52.6 transfers without an intervening eligible list appointment if such transfers would exceed two salary grades.

Additional Comments Salary:

$100.671 - $126,875 Positions located within the New York City metropolitan area, as well as Suffolk, Nassau, Rockland, and Westchester Counties, are also eligible to receive an additional $4,150 annual downstate adjustment.

Appointment Status:

Contingent Permanent Some positions may require additional credentials or a background check to verify your identity.