Job description

We have partnered with an organization in Utica on brining in an IT Systems Support Professional to join the small close knit team. This organization's focus is to improve the lives of those who have some limitations and are in need of assistance. This role has a far reaching impact within the organization and to those who lives are helped by this great company. Please review the requirements below and if you feel you are qualified, please apply today!

Responsibilities:

Customer Service:

• Serve as the first point of contact for customers seeking technical assistance via Help Desk tickets, email, phone, or in-person with professionalism and courteousness.
• Assist end-users in troubleshooting and resolving issues with PC’s, Mac’s, network copiers and printers, as well as other stand-alone devices.
• Train new users on computer systems, software, IT security, and policies.

Help Desk Support:

• Respond to help desk tickets promptly while not allowing a backlog of requests to build up.
• Respond to and manage 3rd party support portals and support requests for all corporate software.
• Thoroughly document your actions in resolving issues in the support ticket comments section, promptly closing tickets when complete.

Hardware Support:

• Install and maintain new desktop computer systems and assist in installing network systems and associated cabling.
• Manage, redeploy, reassign, and maintain existing desktop computer systems throughout their usable life cycle.
• Manage, install, upgrade, and maintain mobile devices, including cell phones, tablets, and other mobile technology.

Software Support:

• Perform Active Directory Account setup and management following all established policies and procedures.
• Install, update, and patch all corporate software and Windows/MAC operating systems to ensure software security and availability, using WSUS and other provided update resources.
• Regularly review all software logs, including mail, anti-virus, server and web filter.

Other Duties:

• Ensure all critical computers are being backed up and ensure viable off-site backup.
• Maintain an asset list including an inventory of desktop, laptop, peripherals, mobile devices, and server hardware and software by assigned user.
• Help the IT Team to document all core systems configurations, and system access requirements/permissions.
• Create IT work processes and suggest possible improvements on procedures.
• Comply with safety policies and procedures for the safety of self and others.
• Other duties and assignments as assigned by the Director of Information Technology

Skills, Knowledge, and Abilities:

• Ability to provide exceptional customer service to assist staff in resolving issues regarding daily technology use.
• Knowledge of computer and server systems, including MAC OS, Windows, SQL, Exchange Server, VMware, and Windows Software Update Services.
• Fluent in mobile operating systems, including Apple iOS.
• Ability to effectively prioritize and execute tasks in a high-pressure environment with constant interruptions.
• Ability to plan and execute technology projects from initial conception through completion.
• Ability to plan, develop, document, test, evaluate, implement, execute and trouble shoot problems encountered during daily operations.
• Flexibility to work independently and with others in a variety of circumstances.
• Ability to convey technical information to non-technical audiences.

Qualifications:

• Bachelor’s degree in an Information Technology-related field.
• 3+ years of experience working in a network environment with multiple servers, desktops, and software.
• 3+ years of experience facilitating the development and implementation of business initiatives and projects, based on management objectives
• Exceptional ability to lead change and drive improvement using positive and collaborative methods.
• Ability to analyze and identify business challenges and opportunities for improvement, break them down into manageable components and create solutions with measurable results.
• Produce quality technical documentation using various tools such as Visio, PowerPoint, and Office to graphically represent workflow diagrams, process flow and other information.

*

• Excellent written and verbal communication skills.
• Must pass any required federal, state, municipality, and/or customer-specific background checks.

Job Type: Full-time

Pay: $50,000.00 - $58,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 8 hour shift

Work Location: One location

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