Desktop Support Technician

Episcopal SeniorLife Communities•Rochester, NY

About The Position

JOB SUMMARY: The Helpdesk Technicians ensures the stable operation of the Episcopal SeniorLife Communities’ end-user computers. This includes maintaining our asset database, monitoring, and maintaining end-user devices, and answering support requests and questions sent to the IT department. This person works with program staff to analyze and resolve end user hardware and software computer needs in an effective and cost-efficient manner. The Helpdesk Technicians works with management and staff to assess needs for and provide end user training. POSITION REPORTS TO: Information Technology Manager

Requirements

Strong troubleshooting, analytic and diagnostic skills along with effective communication abilities.
Strong technical skills with PCs.
Ability to learn and support new applications. Ability to conceptualize technical problems via phone.
On-call availability.
Demonstrated emotional control under stress and keeping a positive attitude when dealing with customers.
Ability to interact courteously and tactfully with staff, residents, family members, visitors, vendors, and the general public.
Must have a valid NYS driver’s license.
Associate’s degree in computer science or other related field; or equivalent work experience. A+ and Network+ are recommended
One or more years of related experience required. Must be familiar with Microsoft Active Directory and Windows operating systems.

Nice To Haves

A+ and Network+ are recommended

Responsibilities

Responsible for the resolution, documentation, and follow-through on all IT related tickets through ticketing system.
Maintain operations of all end-user devices, e.g., desktop, laptop computers, kiosks, cell phones, time clocks, monitors, and their associated hardware and software.
Maintain operations of security solutions, including firewall, anti-virus, and encryption systems.
Coordinate installation, configuration, and maintenance of end user workstation hardware, software, and peripheral devices.
Diagnose and resolve performance, connectivity, and related network problems, including hardware, software, user access, VPN, VolP phone system and wireless networks.
Maintain device and software asset inventories, including related documentation and technical specifications of equipment and applications.
Assist manager in identifying devices needing replacement, acquiring new devices, imaging, and deploying new devices as needed.
Run queries and/or reports in various applications in support of department needs.
Work with EMR vendors and ESLC department teams to maintain the EMR configuration.
Identify and create end-user education material and conduct training sessions as needed.
Assist with research on products, services, protocols, and standards in support of hardware procurement.
Assist with planning, developing, installing, configuring, maintaining, supporting, and optimizing all existing and new network hardware, software and communication links as needed.
On call support required for one week each month.
Flex hours based on department needs.
Additional activities as assigned.
May require interaction with Residents of ESLC.
All other duties as assigned.