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

HOURLY RANGE: $26.45 - $34.60

NY HELPS

• 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.

FULL PERFORMANCE KNOWLEDGES, SKILLS, ABILITIES, AND PERSONAL CHARACTERISTICS: Good knowledge of operating systems, networking and packagedapplication 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.MINIMUM QUALIFICATIONS:A. Possession of a Bachelor’s Degree* in Computer Science, Information Systems, or related field; orB. 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; orC. 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; orD. 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 • educational institution outside the United States and its territories, you must provide independent • verification of equivalency. A list of acceptable companies who provide this service can be • found on the Internet at http://www.cs.ny.gov/jobseeker/degrees.cfm. You must • pay the required evaluation fee.

NOTE 2: Verifiable part-time and/or volunteer experience will be pro-rated toward meeting the full-time experience requirements.