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Location

Utica, NY | United States

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Job description

Pay $43,000 annually

The Information Services Support Specialist is a fast-paced, dynamic on-site role that supports, deploys, maintains, repairs and upgrades in-house computer systems. Technologies include laptops, desktops, VOIP phones, cellular phones, audio/video equipment, printers and peripherals. This role is responsible for delivering exceptional customer service and empowering end users to effectively use technology.

Core Responsibilities

• Provide excellent customer support by resolving technical issues promptly and professionally.
• Receive, respond to and document support calls in the Support Services Call Center.
• Install, configure, maintain, repair, and troubleshoot end user workstation hardware and peripherals.
• Configure mobile devices and assist end users with basic functionality.
• Support remote sites through proactively scheduled on-site visits and responding quickly during emergencies.
• Update asset inventory when making system changes, additions, moves and disposals.
• Provide end users with basic computer system training.
• Coordinate with vendors for external support of computers, telephones, printers and other hardware.
• Participate in the after-hours Support Services Team on-call rotation.
• Escalate cybersecurity requests and concerns to IS Security Personnel.

Qualifications

• Associate’s Degree in field of Computer Science or related field OR;
• 1+ years’ experience in a technical support or customer service role.
• Experience with the following technologies:
  
  • Mobile Devices: Android, Apple iOS devices
  • Networking: Configuration of Personal or SOHO Routers, Entry-Level Troubleshooting
  • Networking Protocols: TCP/IP
  • PCs & Peripherals: Diagnostics & Troubleshooting, Hardware
  • Software: Asset Management, Help Desk or Ticketing/Tracking, Microsoft Office, Remote Assistance, Virtual Meeting (Teams, Zoom, Etc.), Windows
  • Tools: Cable Testers, Crimpers, Network Toners
  • Knowledge or familiarity of the following technologies:
  • Active Directory: NTFS Permissions, Users & Groups
  • Networking: Basic understanding of IP networks, Ethernet cabling, firewalls, routers, switches & wireless
  • Office 365: OneDrive, Outlook Online, Teams
  • Software: Mobile Device Management
  • Telecommunications: Basic understanding of VOIP

• Flexible hours including nights, weekends, and working from home required.
• After-hours on-call responsibilities.
• Travel is required. Must have a valid NYS driver’s license & dependable vehicle.

Benefits

Our work environment provides the opportunity to grow and learn in a fast-paced atmosphere. We offer competitive benefits and salary to include a low-cost individual health insurance plan, dollar for dollar retirement match (up to 7%), life insurance, voluntary benefits and generous paid time off.

• Comprehensive Health/Dental/Vision
• Direct Deposit
• Flexible Spending Account (FSA)
• Retirement Plan 403(b)
• Life Insurance
• Voluntary Benefits
• Employee Assistance Program (EAP)
• Generous PTO Plans (Sick, Vacation and Employee Leave)
• Tuition Reimbursement
• Service Awards
• Employee Appreciation Events
• Employee Discounts
• Employee Referral Bonus $1,500!

Upstate Caring Partners is the premier provider of direct-care services and programs in Central New York for individuals of all abilities and their families. If you believe in empowering people, Upstate Caring Partners is an excellent place to start or grow your career. Please visit our careers website to access the full job description located within the job posting.upstatecpjobs.org

To access a copy of the job description Click Here - IS Support Specialist

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Salary