IT Support Specialist

DEPARTMENT: IT

REPORTS TO: IT Manager

SUMMARY:

The IT Support Specialist will be responsible for managing all NYAS software, hardware (desktop/laptop and/or server), operating systems, e-mail, etc.; including but not limited to, the implementation of new systems; support, maintenance and upgrades of existing systems; research and other projects as assigned. The IT Support Administrator will also provide backup support for IT Manager and AV staff.

ESSENTIAL DUTIES:

  • Responsible for providing a high level of help desk support in compliance with department service standards. Log calls, update tickets, email requests and take appropriate action to ensure a satisfactory response with acceptable time frames for the user community. Maintain constant communication with staff with regards to status of issues being worked on, availability to access user’s hardware when needed, and resolution of issue worked on.
  • Provide primary software and hardware support at the workstation and basic network level. Install, test, maintain and document a variety of user computing and network hardware/ software systems, with LAN and WAN connections.
  • Complete Onboarding of new users including creating email account, creating user profile, assigning hardware needed (laptop/desktop), assigning phone numbers, adding user to appropriate security groups and distributions lists (All Staff, Department Security Group, etc), make sure all software is activated, etc. Complete Offboarding of exiting users including assigning email account to whoever is going to monitor exiting user email, deactivating user account, enable out of office (if has not been done), record voicemail message (if has not been done), gather equipment given (laptop),etc. Create Group Mailboxes for events as requested by event coordinator. Remove Group Mailboxes for events when event is over and is requested by event coordinator.
  • Research, respond to and resolve complex questions or issues. Resolve user problems by performing diagnostic tests, and advanced troubleshooting where required as well as modification and/or hardware repair.
  • Add, update, and maintain the inventory for personal computers, asset tags, software licenses, as well as other supplies and computer center-related materials.

GENERAL RESPONSIBILITIES:

  • Assist with implementation of new applications, and training end users on software. Assists user community in software and hardware problem resolution.
  • Establish and maintain an equipment inventory for personal computers, as well as other supplies and computer center-related materials.
  • Keep up to date with current trends, conduct research and make technical recommendations when needed. Communicate with vendors and clients regarding the scoping and purchase of new equipment and services. Collaborate with users through any implementation processes.
  • Maintains software and hardware knowledge and expertise in order to provide skilled and current software information and support to the Academy staff.
  • Assist IT Manager with Networks and Systems tasks as assigned.

SUPERVISORY RESPONSIBILITY:

None

REQUIREMENTS:

  • Associates/Bachelor’s Degree in Computer Information Systems or related field and 1-2 years of increasingly responsible experience in a support capacity in a user-oriented environment. An equivalent combination of education and/or experience will be considered. Certifications a plus.
  • Excellent communication and interpersonal skills. Demonstrated commitment to customer satisfaction. Must be able to prioritize. Good follow-up skills are essential.
  • Excellent organizational skill. Need to be able to compose, maintain, and update as needed, IT Network Documents, User Help Guides, and IT Hardware inventory including Asset tagging hardware and updating the Asset tag database.
  • Must have knowledge of Windows 7 and Windows 10. Windows Server 2008/2012, Microsoft Office 2010, 2013, 2016, Exchange 2010, Active Synce, Active Directory, Microsoft SharePoint, Share Point Online, Azure Active Directory, Microsoft Office 365. Knowledge of Cisco Routers, Switches, UCS, Citrix XenApp, Go To Meeting, Apple OS X software and hardware, Microsoft SQL, VMware, Cisco UC, WebEx, Jabber a plus.

WORK SCHEDULE:

The Academy operates during standard business hours Monday through Friday from 9am-5pm. Standard work week is 35 hours, unless otherwise noted.

Occasionally this position will have to work after hours or weekends when implementing new a system or upgrading an existing system.

WORK ENVIRONMENT/PHYSICAL DEMANDS:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

This is largely a sedentary role; however, this role will also be required to stand; walk; crawl under desks; lift and move electronic equipment including, but not limited to workstations, monitors, and laptops.

Must be able to lift 30- 50lbs.

HOW TO APPLY:

Applications must include a salary, cover letter and salary requirements.