Site Digital Services Specialist

The position supports all aspects of End User Compute, including IT Asset Management (laptops, desktops, mobile devices, Cradle point units), asset lifecycle refresh, break/fix activities, and high visibility meeting and event support such as NYPA/Canals Trustee meetings and public hearings. The role will also regularly partner with local crafts to execute physical, hands on IT tasks such as cabling and onsite equipment support.

The role manages and performs work across all activities, services, technologies, and products delivered by IT, ensuring that IT investments sustain and advance organizational strategies and objectives. Responsibilities include developing and executing IT strategies, policies, and plans; maintaining technology resources; training and supporting technology users; delivering network and communications services; enabling data governance and management; and supporting the IT governance framework, processes, and performance reporting. Additional responsibilities include contributions to AGILe (Advanced Grid Innovation Lab for Energy), digital transformation initiatives, and research and development efforts.

The role is essential in enabling NYPA to anticipate, prevent, and respond to technology interruptions. Duties include setup and configuration of technology, troubleshooting issues, identifying and implementing solutions, assisting customers in resolving problems, providing technical feedback on proposed changes or enhancements, creating tests and diagnostic tools, and supporting complex technical solutions involving updates to core functionality, code, and systems operations, as well as fulfilling service requests.

This role provides IT Service Delivery Support across the NYPA and Canal Regions, requiring up to 70% travel, including overnight trips as needed.

• 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 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 with minimum 2 years of experience in Information Technology field preferred.

• 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.