Associate Network Analyst

The role of IT Support for Southeast New York (SENY) encompasses managing or performing work associated with all aspects of activities, services, technology, and products provided by the IT department specifically for SENY. The primary focus is on ensuring that IT investments align with and support the strategies and objectives of SENY. This includes:

1. Developing IT strategies, policies, and plans: Providing direction and developing strategies to effectively utilize information technology resources to meet SENY's goals.
2. Maintenance of IT resources: Performing regular maintenance and upkeep of information technology resources to ensure their optimal functioning and reliability for SENY.
3. Training and supporting technology users: Assisting and providing support to technology users within SENY, including training on IT systems and resolving any issues or problems they encounter.
4. Network and communications services: Managing and providing network and communications services specifically for SENY to ensure seamless connectivity and communication within the organization.
5. Data governance and management: Implementing and managing processes and frameworks for data governance and management specific to SENY, ensuring data integrity, security, and compliance.
6. IT governance framework, processes, management, and performance reporting: Establishing and implementing an IT governance framework, processes, and management practices tailored to SENY to ensure effective decision-making, performance monitoring, and reporting of IT services.

The role involves managing all activities necessary to anticipate, prevent, and respond to technology interruptions within SENY, ensuring uninterrupted IT services. This includes providing support for the setup, troubleshooting, and resolution of issues related to the services, technology, and products provided by IT specifically for SENY. This involves determining solutions, providing technical feedback on changes/enhancements, creating tests, tools, and diagnostic procedures, and assisting in complex technical solutions that may require changes to core functionality, code, and systems operation. Service fulfillment is a key responsibility, ensuring that customer requests from SENY are met efficiently and effectively.

The IT Support for SENY role is critical in ensuring the smooth operation and continuous improvement of IT services, technology, and products specifically for SENY, while also supporting the organization's goals and objectives.

• Provide IT Services including desktop, mobile, infrastructure, application management.
• Assist in monitoring compliance with IT standards and processes.
• Leverage established metrics and KPIs to continually assist in improving IT service delivery.
• Assist in the operation, support, and improvement of NYPA ITIL processes such as: Change Management, Configuration/Inventory Management, Incident and Problem Management, and Request Fulfilment.
• Assist in publishing and maintaining ITSM related processes workflows and procedure documents.
• Support in improving the IT Service Catalog.
• Assist with the testing and implementation of new systems.
• Function as backup to other roles within the department
• Support rotational after-hours on-call support.

• Experienced in following ITIL processes, procedures including ticketing systems (like ServiceNow, Remedy, etc).
• Experience supporting end-user Operating Systems (Windows, MacOS)
• Experience supporting M365 products, including SharePoint Online, OneDrive, Teams, etc.
• Strong communication and collaboration skills.
• Skilled in understanding and managing risks appropriately.
• Experience with end-user compute devices and peripherals (laptops, desktops, printers, scanners, and mobile device configuration).
• Strong aptitude to learn and adapt to new technologies, methods, processes, and procedures.
• Experience in supporting software applications, Active Directory, and Remote Desktop Tools.

Minimum Education/Experience:

• Associate's degree required with minimum 4 years of directly related experience
• 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 with minimum 2 years of experience in Information Technology field.

• May be required to take occasional trips 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.