Senior Technical Asst Info Systems (NY Helps) - FT - Day Shift

This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).

For the duration of the NY HELPS Program, this title may be filled via a non-competitive appointment, which means NO EXAMINATION IS REQUIRED, but all candidates must meet the minimum qualifications of the title for which they apply.

At a future date (within one year of permanent appointment), it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, WITHOUT HAVING TO TAKE A CIVIL SERVICE TEST.

Employees will then be afforded with all of the same rights and privileges of competitive class employees of New York State.

While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.

DISTINGUISHING FEATURES OF THE CLASS: The work involves providing technical

assistance and instruction in the capabilities and use of information systems at the Erie County

Medical Center (ECMCC). This is a customer service position which provides hands-on

assistance to system users by resolving questions and problems related to information systems

and hardware. Work is performed under the direct supervision of higher-level professional,

technical and administrative staff. Supervision is not a function of this position. Does related

work as required.

TYPICAL WORK ACTIVITIES:

Provides technical support services around the clock to ECMCC system users;

Provides first and second level diagnosing, troubleshooting, resolution and documentation of

information system problems relating to hardware, software, network, system login and security

issues; refers advanced problems to appropriate technical specialists;

Provides in-depth support for specific applications such as Citrix, Microsoft o/s, Microsoft

Office, clinical applications, and main ECMCC systems;

Analyzes and resolves problems utilizing remote automated diagnostic programs;

Assists in the development of service level agreement (SLA) timelines and attempts to resolve

calls within the SLA timeframes;

Assists in the management of information system user accounts;

Assists in the creation of training documentation for users to effect the efficient use of

information systems;

Evaluates and analyzes software and systems as required for support;

Recommends utilization of software to improve workflow and efficiency for day-to-day problem

resolution;

Communicates with system users concerning systems modifications, anticipated downtimes, and

procedure changes;

Documents and forwards recommended system modifications to supervisor;

Maintains current knowledge of known technical issues and appropriate solutions, information

systems and all changes completed or in progress to share with system users;

Performs set up and installation of hardware and software and participates in system installation

and testing;

Performs computer hardware and printer repairs;

Supports ancillary audio/visual equipment;

Performs asset management by maintaining detailed current records on each customer and asset.

Information Technology & Information Systems, Information Technology & Information Systems, Customer Support/Service, Problem Solving Skills, Resolve Customer Issues, Technical Support, Identify Issues, Documentation, Diagnostics Solutions/Software, Service Level Agreement (SLA), CHARACTERISTICS: Good knowledge of operating systems, networking and packaged

application concepts; Good knowledge of automated information systems maintenance and

minor repair procedures and techniques; Good knowledge of the use, operation and maintenance

of data communications equipment and peripherals; Working knowledge of the function, design,

development and use of information systems; Ability to maintain current knowledge of

technology trends and best practices; Ability to reason with a high degree of logic; Ability to

communicate effectively with all levels of personnel; Ability to explain and demonstrate the use

and capabilities of information systems; Ability to work well under time constraints and to

produce effective results; Ability to acquire a broad knowledge base across a wide range of

software, hardware and network services and products; Ability to apply information systems

knowledge to solve problems; ability to establish and maintain effective working relationships

with a diverse constituency; Ability to work well with others; Customer service skills;

Creativity; Accuracy; Dependability; Courtesy; capable of performing the essential functions of

the position with or without reasonable accommodation., A. Possession of a Bachelor’s Degree* in Computer Science, Information Systems, or related field; or

B. Possession of an Associate’s Degree* in Computer Science, Information Systems or

related field and one year of technical customer service experience which included desktop, hardware, network and software problem resolution; or

C. Graduation from high school or possession of a high school equivalency diploma and two years of technical customer service experience which included desktop, hardware, network and software problem resolution; or

D. An equivalent combination of training and experience as defined by the limits of A and C.

NOTE*: Your degree must have been awarded by a college or university accredited be a

regional, national or specialized agency recognized as an accrediting agency by the U.S.

Department of Education/U.S. Secretary of Education. If your degree was awarded by an