Information Technology Tech II

ESSENTIAL DUTIES AND RESPONSIBILITIES

(Other duties may be assigned.)

Respond to and resolve helpdesk tickets via phone, email, and in-person, ensuring timely follow-up and resolution including (but not limited to) assisting users with account management, password resets, and multi-factor authentication (MFA)

Provide support for user issues related to desktops, laptops, mobile devices, printers, and other peripherals

Troubleshoot and resolve problems related to Microsoft Windows, Microsoft Office 365, and common business applications

Provide onboarding and offboarding support, including account setup and hardware preparation

Monitor and maintain local area networks (LAN), wireless networks, and related hardware

Ensure the validity of backups and perform restores when necessary

Assist with patching, updating, and configuring networking equipment under supervision

Collaborate with senior IT staff to escalate complex issues and participate in root cause analysis

Document support procedures and contribute to knowledge base articles

Maintain accurate inventory records for IT assets and equipment

Follow established IT policies and security protocols

This position requires a three-week notice of voluntary resignation

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Associate's degree in information technology, Computer Science, or equivalent experience

1-3 years of experience in a helpdesk, desktop support, or IT support role

Familiarity with Windows 10/11, Microsoft 365, and basic networking concepts (IP, DNS, DHCP)

Excellent communication skills, both verbal and written

Strong problem-solving skills and the ability to work independently or in a team

Customer-focused with the ability to support users with varying levels of technical proficiency

CERTIFICATIONS, LICENSES, REGISTRATIONS

Must possess a valid NYS driver's license.

PREFERRED QUALIFICATIONS

Associate's degree in computer science or an information technology discipline

Exposure to Active Directory and Azure AD.

Familiarity with firewalls, switches, and wireless networks.

A+, Network+ or similar industry certifications

Familiarity with ITIL framework or certification

Experience with IT Service Management (ITSM) platforms

PHYSICAL DEMANDS

While performing the duties of this job, the employee is frequently required to sit and communicate clearly. The employee may occasionally be required to stand, walk, reach, climb, stoop, kneel, or crouch. Must be able to lift and/or move up to 50 pounds. Reasonable accommodations may be made for individuals with disabilities.

Employee is occasionally required to stand, walk, use hands to finger, handle, or feel objects, tools or controls, reach with hands and arms, climb or balance, and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 50 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The rate of pay for this position ranges between $52,000- $60,320, based on $25-29/ hours. May rate will be based on experience and education.

The Arc Otsego

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Information Technology Tech II