FLSA Status: Non-Exempt
Pay Range:$18-$20
Location: 899 Main Street
SUMMARY OF DUTIES:
Under the supervision of the IT Manager, the IT Support Specialist is responsible for providing technical on-site services and help desk support for Windows-based laptops/desktops, phones, peripherals, network devices and technology products. As a member of Information Systems Team, the IT Support Specialist will provide help desk support, create and manage tickets, install and configure IT devices, and work on a variety of IT projects.
RESPONSIBILITIES:
- Provide Level 1 help desk support, escalate problem tickets as necessary and ensure complete and accurate service documentation.
- Provide on-site and remote technical support to locations in and around the Buffalo, NY area.
- Routinely apply problem analysis and troubleshooting procedures to resolve end-user issues.
- Install and configure hardware, software and cabling.
- Basic Active Directory, MS Exchange, MS Remote Desktop, LAN/WAN, phone support and management.
- Assist with the management of mobile devices and mobile device monitoring.
- Routinely read and interpret technical manuals and documents.
- Assist with the maintenance and tracking of hardware, software and license inventory.
- Provide basic technology training and education for workforce members.
- Schedule and assigned duties are subject to change based on the needs of the program and the clients we serve.
QUALIFICATIONS:
- Minimum 2 year degree in Computer Science/Information Systems or IT-related field.
- Minimum of 2 years of experience working with IT systems/applications; previous help desk experience preferred.
- Candidate must possess excellent customer service skills.
- Excellent organizational and problem solving skills with the ability to effectively manage and prioritize issues and projects including those that may arise unexpectedly.
- Demonstrated working knowledge and experience with Windows OS and MS Office Suite.
- Technical certifications are a plus.
- Ability to make difficult technical concepts easy to understand for non-technical staff.
- Short-distance, same-day travel to program locations in and around the Buffalo, NY area.
- Potential for occasional night and weekend on-call support rotation.
Some things you can look forward to: