Duties Description The New York State Office of Information Technology Services (ITS) provides operational support 24 hours a day, 7 days a week, 365 days of the year, supporting more than 4,900 applications for 53 New York State Agencies. Under the direction of an Information Technology Specialist 3, SG-23, within the Chief Technology Office/Enterprise Network Services/Voice Operations group, the Information Technology Specialist 2, SG-NS, will be responsible for advanced analysis, engineering, implementation, and support of technologies within the UniteNY IP telephony and virtual meetings applications environment. The UniteNY environment has grown to support statewide customers, two data centers that are geographically separated, a highly complex core infrastructure and the enterprise video solution. Specific duties include, but are not limited to: Perform provisioning (Move, Add, Change, Delete - MACD) and incident support for ITS telephony, video conferencing, and online meetings environments. Triage ITSM resolver queues to ensure incidents and service requests are handled in a timely fashion. Coordinate with system vendors and carriers for MACD support and trouble ticket break/fix work. Implement and support changes to ITS telephony, video conferencing, and online meetings environments; to include development of service notifications and related communications. Work with ITS project teams to ensure timely, complete, and appropriate delivery of services to ITS clients. Review business requirements documents to ensure UniteNY user needs are met and delivered on time. Develop and maintain system documentation, including detailed written technical procedures and reports. Working outside of normal business hours and on-call will be required due to the 24x7x365 nature of the systems supported by this team as well as the nature of the work required to implement services. Occasional travel may be required. Minimum Qualifications A bachelor's or higher-level degree in any field and one year of experience in information technology; OR 60 semester credit hours including or supplemented by 15 semester credit hours in computer science and one year of professional experience in information technology. OR Two years of professional experience in information technology. Additional Comments ITS will not offer permanent employment to any candidate unless the candidate provides documentation that they are authorized to accept work in the United States on a permanent basis. It is the policy of ITS not to hire F1 or H1 visa holders for permanent employment or to sponsor non-immigrant aliens for temporary work authorization visas or for permanent residence. 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. If eligible, positions located in New York City will receive an additional $3,400 downstate adjustment location pay with regular annual salary. Positions located in the Mid-Hudson will receive an additional $1,650 adjustment location pay. 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. The Office of Information Technology Services is an equal opportunity employer, and we recognize that diversity in our workforce is critical to fulfilling our mission. We encourage all individuals with disabilities to apply. Some positions may require additional credentials or a background check to verify your identity.