IT Systems Support 1

Human Technologies Corporation • Utica, NY • 10h ago

Job Description

The IT Systems Support 1 supports HT's mission of Creating Employment for People with Disabilities using technical expertise, patience, resourcefulness, working with multiple departments and end-users to provide Information Technology support.

Requirements

Customer Service:

Serve as the first point of contact for customers seeking technical assistance via Help Desk tickets, email, phone, or in-person with professionalism and courteousness.

Assist end-users in troubleshooting and resolving issues with PC's, Mac's, network copiers and printers, as well as other stand-alone devices.

Train new users on computer systems, software, IT security, and policies.

Help Desk Support:

Respond to help desk tickets promptly while not allowing a backlog of requests to build up.

Respond to and manage 3rd party support portals and support requests for all corporate software.

Thoroughly document actions in resolving issues in the support ticket comments section, promptly closing tickets when complete.

Hardware Support:

Install and maintain new desktop computer systems and assist in installing network systems and associated cabling.

Manage, redeploy, reassign, and maintain existing desktop computer systems throughout their usable life cycle.

Manage, install, upgrade, and maintain mobile devices, including cell phones, tablets, and other mobile technology.

Software Support:

Install, update, and patch all corporate software and Windows/MAC operating systems to ensure software security and availability, using WSUS and other provided update resources.

Regularly review all software logs, including mail, anti-virus, server and web filter.

Other Duties:

Ensure all critical computers are being backed up and ensure viable off-site backup.

Maintain an asset list including an inventory of desktop, laptop, peripherals, mobile devices, and server hardware and software by assigned user.

Create IT work processes and suggest possible improvements on procedures.

Comply with safety policies and procedures for the safety of self and others.

Perform other duties as assigned by the Director of Information Technology

Skills, Knowledge, and Abilities:

Ability to provide exceptional customer service to assist staff in resolving issues regarding daily technology use.

Knowledge of computer systems, including MAC OS, Windows, and Windows Software Update Services.

Fluent in mobile operating systems, including Apple iOS.

Ability to effectively prioritize and execute tasks in a high-pressure environment with constant interruptions.

Ability to plan and execute technology projects from initial conception through completion.

Ability to plan, develop, document, test, evaluate, implement, execute and trouble shoot problems encountered during daily operations.

Flexibility to work independently and with others in a variety of circumstances.

Ability to convey technical information to non-technical audiences.

Qualifications :

Bachelor's degree in an Information Technology-related field.

Experience working in a network environment with multiple servers, desktops, and software a plus.

Exceptional ability to lead change and drive improvement using positive and collaborative methods.

Ability to analyze and identify business challenges and opportunities for improvement, break them down into manageable components and create solutions with measurable results.

Produce quality technical documentation using various tools such as Visio, PowerPoint, and Office to graphically represent workflow diagrams, process flow and other information.

Must have a valid Driver's License, reliable transportation and have and maintain a driving record in accordance with Human Technologies' Liability/Automotive Insurance carrier.

Excellent written and verbal communication skills.

Must pass any required federal, state, municipality, and/or customer-specific background checks, including but not limited to drug testing.

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