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About the Role

Manages or performs 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, data governance and management, IT governance framework, processes, management and performance reporting of IT services, as well as, AGILe (Advanced Grid Innovation Lab for Energy), digital transformation, and research and development services. Manages all activities necessary to enable NYPA to anticipate, prevent, and respond to technology interruptions. Supports the services, technology, and products that IT provides, including 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.

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.
Identify and respond to alerts and incidents promptly to minimize downtime and service interruptions.
Participate in incident response efforts during critical outages or security breaches.
Document 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.
Ensure Service Desk performance aligns with organizational standards.
Take ownership of escalated tickets from junior analysts and effectively manage them through to resolution / fulfilment.
Ensure timely updates and closure of escalated tickets.
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 for the service desk team and end-users.
Document 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.
Propose 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.
Foster a positive and supportive Service Desk environment.

Requirements

Extensive experience following ITIL processes, procedures including ticketing systems (like ServiceNow, Remedy, etc.).
Strong knowledge of ITIL best practices and incident management processes.
Excellent communication and interpersonal skills to interact effectively with end-users and team members.
Proficiency in troubleshooting hardware, software, network, and system-related problems.
Proficiency in using monitoring tools and technologies.
Ability to guide junior analysts.
Strong analytical and problem-solving skills.
Experience in desktop operating systems, PCs, Laptops, software applications, Active Directory, Remote Desktop Tools.
Experience with all phases of multi-user computer systems, and network architecture including the ability to determine root causes.
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.
May require certifications and licensures needed to meet Energy industry, federal, state, or local regulations.

Skills

ITIL processes
Ticketing systems (ServiceNow, Remedy, etc.)
ITIL best practices
Incident management processes
Communication skills
Interpersonal skills
Troubleshooting hardware
Troubleshooting software
Troubleshooting network
Troubleshooting system-related problems
Monitoring tools
Monitoring technologies
Desktop operating systems
PCs
Laptops
Software applications
Active Directory
Remote Desktop Tools
Multi-user computer systems
Network architecture
Systems analysis techniques

Location

New York State

Work Type

On-site
Rotational 24/7 after-hours IT support
Approximately 50 percent travel

Experience Level

Minimum 7 years of directly related experience
4 years in a desktop support environment preferred
Minimum 5 years of experience in Information Technology field preferred

Education Level

Associate’s degree required
Bachelor’s degree in Computer Science or related field preferred

Salary/Compensations

$94,000 - $118,000

Benefits

NYPA accepts a standard 12-month F-1 Optional Practical Training (OPT) visa for certain roles.

About the Company

The New York Power Authority is committed to providing fair, competitive, and market-informed compensation.
NYPA is not an E-Verify employer, and as such, we are ineligible to support the F-1 STEM (Science, Technology, Engineering and Mathematics) OPT extension (24-month add-on).
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.

Equal Opportunity

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.