Senior IT Digital Support Specialist

New York Power Authority

. Provide advanced technical support to end-users by phone, email, and in person .

Posted 10/30/2026full-timeWhite Plains • New York • United StatesSenior💰 $94,000 - $118,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates advanced technical support capabilities, including troubleshooting hardware, software, and network issues, while adhering to ITIL best practices. Proven ability to guide junior analysts and deliver exceptional customer service in a fast-paced environment.

Highest-signal resume keywords

ITIL ProcessesServiceNowTechnical TroubleshootingIncident ManagementCustomer Service

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting HardwareTroubleshooting SoftwareNetwork ArchitectureActive DirectoryRemote Desktop ToolsDesktop Operating SystemsSystems Analysis TechniquesIncident ResponseRoot Cause AnalysisService Desk Processes

Soft Skills

Analytical SkillsProblem-Solving SkillsCommunication SkillsInterpersonal SkillsCoaching Skills

Tools & Technologies

ServiceNowRemedyIT Monitoring ToolsTicketing SystemsKnowledge Management Systems

Certifications & Qualifications

ITIL FoundationCompTIA A+HDI Support Center AnalystCISSP

Industry Keywords

Technical SupportService DeskIncident Management ProcessesITIL Best PracticesDesktop Support Environment

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Provide advanced technical support to end-users by phone, email, and in person
Analyze and troubleshoot complex incidents, identify root causes, and implement long-term solutions
Monitor IT systems, networks, and infrastructure for performance, availability, and security issues
Respond promptly to alerts and incidents to minimize downtime and service interruptions
Participate in incident response during critical outages or security breaches
Document incident details, actions taken, and resolutions
Monitor Service Desk queues and ticket handling against response and resolution SLA targets
Own escalated tickets through resolution or fulfillment, providing timely updates and closure
Coordinate with IT teams and third-party vendors to resolve issues beyond the Service Desk’s scope
Maintain and update ServiceNow Knowledge articles, troubleshooting steps, solutions, and workarounds
Identify and propose improvements to Service Desk processes, tools, monitoring, and procedures
Stay current with technology trends and IT monitoring and support best practices
Coach junior Service Desk analysts and conduct training and knowledge-sharing activities
Deliver exceptional customer service and foster a positive Service Desk environment

Requirements

What you’ll need

Associate’s degree required
Minimum 7 years of directly related experience, including 4 years in a desktop support environment preferred
Experience following ITIL processes and procedures, including ticketing systems such as ServiceNow or Remedy
Strong knowledge of ITIL best practices and incident management processes
Proficiency troubleshooting hardware, software, network, and system-related problems
Experience with desktop operating systems, PCs, laptops, software applications, Active Directory, Remote Desktop Tools, multi-user computer systems, and network architecture
Ability to determine root causes and implement practical technical solutions
Ability to guide junior analysts
Strong analytical and problem-solving skills
Strong communication and interpersonal skills
Demonstrated technical skills in systems analysis techniques
Ability to negotiate and reach outcomes supported by involved parties
Willingness and ability to work on-site five days a week
Participation in a rotational 24/7 after-hours IT support schedule
Ability to travel to NYPA and Canals sites throughout New York State
Ability to lift and move items weighing up to 40 lbs. regularly
Ability to perform considerable bending and crawling during hardware installations
IT certifications such as ITIL Foundation, CompTIA A+, HDI Support Center Analyst (SCA), or CISSP are a plus, not required

Benefits

Comp & perks

Approximately 50 percent travel to various NYPA and Canals sites throughout New York State
Reasonable accommodations during the hiring process
Equal employment opportunity and inclusive work environment