FLSA Status: Non-Exempt

Pay Rate: $24.73-$27.47 (35 hours per week) Personalized salary reflecting your related experience and academic/credentialed background.

Location: 899 Main Street Buffalo, NY 14203

SUMMARY OF DUTIES

The Network & Telephony Systems Specialist is a member of the Information Systems team responsible for providing high quality technical services and supporting a variety of network and telephony technologies. Under the supervision of the VP of Information Technology, the Network & Telephony Systems Specialist provides hands-on support for hardware, software, end-user devices, and networked systems. In addition to specializing in the design, configuration, and maintenance of network and telephony systems, the role assists with supporting the technology service desk.

POSITION RESPONSIBILITIES

• Provide Level 1 & 2 help desk support, escalate problem tickets as necessary and ensure complete and accurate service documentation and resolution.
• Serve as the primary point of support for network and telephony systems, ensuring high availability and performance.
• Manage and support telephony systems including user provisioning, call flows, call queues, reporting, etc.
• Provide on-site and remote technical support to locations in and around the Western NY area.
• Routinely apply problem analysis and troubleshooting procedures to resolve end-user issues.
• Configure, maintain, and troubleshoot LAN/WAN networks, routers, switches, firewalls, and wireless networks.
• Install, configure, maintain, and repair computer hardware, software, and peripheral equipment.
• Support and manage communications platforms (e.g., phone, fax, email, emergency alert, etc.)
• Support and administer a variety of Microsoft tools, technologies, and applications including permissions and access rights.
• Plan, implement, and maintain system wide LAN / WAN / Telephony solutions. These include network switches, firewalls, WIFI access points, and telephony systems. 
• Routinely read and interpret technical manuals and documents.
• Assist with the maintenance and tracking of hardware, software and license inventory.
• Provide 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.
• Maintain an in-depth knowledge of the organization's IT environment and industry trends and serve as knowledge resource for information systems personnel

QUALIFICATIONS

• Minimum Associates Degree in Computer Science/Information Systems or IT-related field.
• Minimum of 5 years of experience working with IT systems/applications; previous network system experience preferred.
• Valid NYS Driver's License
• Candidate must possess excellent customer service skills.
• Excellent organizational, analytical and problem-solving skills with the ability to effectively manage and prioritize issues and projects including those that may arise unexpectedly.
• Strong knowledge of network and telephony hardware and software
• Technical certifications (ITIL, CompTIA, CCNA) are a plus
• Ability to make difficult technical concepts easy to understand for non-technical staff.
• Same-day travel to program locations in and around the Western NY area.
• Potential for occasional night and weekend on-call support rotation.
• Must be proficient in Microsoft Suite.
• Must be able to lift up to 25 pounds when handling IT equipment and related tasks.

Some things you can look forward to:

• Welcoming, team environment, that inspires you to thrive and be your BestSelf!
• Rewarding work experience!
• Generous paid time off
• Flexible schedule
• Various student loan forgiveness programs
• Multiple and diverse health insurance options
• Many other unique lifestyle & personal insurance options
• CASAC certification tuition support
• Career growth and advancement opportunities
• We look forward to telling you more!