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Sr IT Site Digital Services Specialist

Location:

Buffalo, US

Summary

This position will support digital service delivery needs across the NYPA Niagara regions/facilities and western parts of NYS Canals, including Buffalo HQ, Pittsford Section Office, Lockport Section Office, Albion Section Office, and all the locks and lift bridges associated with these sections of Canals. Regular travel to these locations as needed for on-site IT support is expected.

Experience with desktop support, Microsoft suite (M365, InTune) & ServiceNow is required, along with the ability to provide an excellent customer experience, while managing shifting priorities.

The Senior IT Site Digital Services Specialist manages all activities necessary to enable NYPA to anticipate, prevent, and respond to technology interruptions. They manage or perform work associated with all aspects of activities, services, technology, and products that IT provides and IT governance to ensure that IT investments sustain and extend its strategies and objectives. This includes providing direction and developing information technology strategies, policies, and plans, performing maintenance of information technology resources, training and supporting technology users, providing network and communications services, and performance reporting of IT services.

The Senior Specialist will support the services, technology, and products that IT provides. This includes setup, troubleshooting issues, determining solutions, helping customers to resolve problems, providing technical feedback on changes/enhancements, creating tests, tools, and diagnostic procedures, assisting in complex technical solutions requiring changes to core functionality, code, and systems operation, and service fulfillment.

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Responsibilities

+ Provide advance-level technical support to end-users via phone, email, or in-person for resource related issues, analyze and troubleshoot complex incidents, identifying root causes and implementing long-term solutions to minimize recurring problems.

+ Proactively monitor IT systems, networks, and infrastructure for performance, availability, and security issues; which will lead to identify and respond alerts and incidents promptly to minimize downtime and service interruptions.

+ Participate in incident response efforts during critical outages or security breaches while documenting incident details, actions taken, and resolutions for future reference and analysis. Implement incident management best practices to ensure timely incident resolution.

+ Monitor Service Desk queue and ticket handling to meet or exceed response and resolution SLA targets for incidents and requests, ensuring Service Desk performance aligns with organizational standards. Take ownership of escalated tickets from junior analysts and effectively manage them through to resolution / fulfilment, ensuring timely updates and closure. Coordinate with other IT teams and third-party vendors to escalate and resolve issues beyond the service desk's scope.

+ Maintain and update a comprehensive knowledge base to ensure accurate and up-to-date information for both the service desk team and end-users. Documentation maintenance using ServiceNow Knowledge articles, troubleshooting steps, solutions, and workarounds for complex issues.

+ Proactively identify opportunities to enhance service desk processes, tools, and procedures to optimize efficiency and user satisfaction. Stay updated with the latest technology trends, emerging technologies and industry best practices in IT monitoring and support. Optimize & explore innovative approaches to enhance service delivery and user experience while proposing enhancements to monitoring tools, processes, and procedures to optimize IT operations.

+ Coach junior service desk analysts, sharing best practices, and helping them develop their technical skills and customer service capabilities. Conduct training sessions and knowledge sharing activities to improve the team's overall knowledge base.

+ Prioritize user satisfaction and consistently deliver exceptional customer service, fostering a positive and supportive Service Desk environment.

Knowledge, Skills and Abilities

+ Extensive experience following ITIL processes, procedures including ticketing systems (like ServiceNow, Remedy, etc.).

+ Strong knowledge of ITIL best practices and incident management processes, to include excellent communication and interpersonal skills to interact effectively with end-users and team members.

+ Proficiency in troubleshooting hardware, software, network, and system-related problems and using monitoring tools and technologies.

+ Ability to guide junior analysts, and strong analytical and problem-solving skills.

+ Experience in desktop operating systems, PCs, Laptops, software applications, Active Directory, Remote Desktop Tools including all phases of multi-user computer systems, and network architecture including the ability to determine root causes.

+ IT certifications such as ITIL Foundation, CompTIA A+, or HDI Support Center Analyst (SCA), or Certified Information Systems Security Professional are a plus.

+ Experience in all phases of multi-user computer systems, and network architecture including the ability to determine root cause.

+ Ability to identify problems and make well thought-out recommendations.

+ Ability to effectively communicate with end-users at their level of understanding

+ Competency required in planning ability, teamwork, getting job done, collaboration, positive attitude, initiative.

+ Demonstrated technical skills in all phases of systems analysis techniques.

+ Ability to identify and implement practical technical solutions within acceptable business value parameters and cost/benefit determinations

+ Ability to negotiate and reach outcomes that gain the support and acceptance of all involved parties.

Education, Experience and Certifications

Minimum Education/Experience:

+ Associate’s degree required with minimum 7 years of directly related experience including 4 years in a desktop support environment preferred.

+ May require certifications and licensures needed to meet Energy industry, federal, state, or local regulations.

Preferred Education/Experience:

+ Bachelor’s degree in Computer Science or related field preferred

+ Minimum 5 years of experience in Information Technology field preferred.

Physical Requirements

+ Depending on the position, may be required to travel to other NYPA sites.

+ Will be required to lift and move items weighing up to 40 lbs. on a regular basis.

+ Considerable bending and crawling may be required in hardware installations.

+ Roles may subject to extreme workloads and after hours support as needed.

The New York Power Authority is committed to providing fair, competitive, and market-informed compensation. The estimated salary range for this position is: $80,000-$100,000. The salary offered will be determined based on the successful candidates’ relevant experience, knowledge, skills, and abilities.

The New York Power Authority and Canal Corporation believes that diversity, equity, and inclusion drive our success, and we encourage women, people of color, LGBTQIA+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents and veterans to apply. As an equal opportunity employer, NYPA/Canals is committed to building inclusive, innovative work environments with employees who reflect communities across New York and enthusiastically serve them. We proudly celebrate diversity and do not discriminate based on race/color, creed/religion, national origin, citizenship or immigration status, age, disability, military status, gender/sex, sexual orientation, gender identity/expression, pregnancy and related conditions, familial/marital status, domestic violence victim status, predisposing genetic characteristics, arrest/criminal conviction record or any other category protected by law.

NYPA/Canals will also provide reasonable accommodations during the hiring process related to candidates’ disabilities, pregnancy-related conditions, religious observances/practices and/or domestic violence concerns. To request an accommodation, please email  [email protected] .