Help Desk Support Specialist

RCIL • Utica, NY

4d • $25 - $27 • Onsite

About The Position

RCIL is a civil rights organization that offers individuals with disabilities a wide range of independent living and advocacy services through the numerous programs we manage. The successful candidate will be expected to support all RCIL business applications by troubleshooting problems, providing technical support, and supporting end users. This role is responsible for hardware, software, and networking troubleshooting and maintenance throughout all levels of the organization. The specialist will act as a liaison between RCIL and business application vendors, prioritize and address help desk requests, and escalate unresolved requests while keeping logs and records as required. Additionally, the role involves the installation, configuration, maintenance, and troubleshooting of VOIP systems, assisting staff in maintaining the highest level of security and availability of all organization IT systems and components, and performing daily, weekly, and monthly IT tasks including inventory control, process documentation, computer troubleshooting and repair, and help desk staffing. The position also requires creating, maintaining, and distributing application documentation, manuals, and training materials, maintaining user access within defined security roles, and providing initial and ongoing training to staff on software, hardware, and systems use. The role includes documenting and maintaining internal procedure manuals, assisting with onboarding/offboarding by setting up and decommissioning user equipment and access, and installing, testing, and configuring new workstations, peripheral equipment, and software. Maintaining an inventory of all equipment, software, and software licenses, utilizing excellent customer service skills, and recommending procedure modifications or improvements are also key responsibilities. The role requires maintaining confidentiality of all work-related information and acting in a manner consistent with the Independent Living Philosophy.

Requirements

• Associate's degree in Information Technology, Computer Science or equivalent preferred.
• May substitute equivalent certification or work experience.
• Microsoft Windows operating systems.
• Microsoft Office and various other software applications.
• Basic PC hardware.
• Principles and theories of network systems and management.
• Internet technologies and products.
• Excellent communication and customer service skills.
• Strong troubleshooting, prioritization, and problem-solving skills.
• Ability to work as a member of a team as well as individually with minimal supervision.

Responsibilities

• Support all RCIL business applications by troubleshooting problems, providing technical support and supporting end users.
• Responsible for hardware, software and networking troubleshooting and maintenance throughout all levels of the organization.
• Act as a liaison between RCIL and business application vendors.
• Prioritizes and addresses help desk requests. Escalates unresolved requests. Keeps logs and records as required.
• Responsible for the installation, configuration, maintenance, and troubleshooting of VOIP systems.
• Assists all staff in maintaining the highest level of security and availability of all organization IT systems and components.
• Perform the following daily, weekly, monthly IT task including, but not limited to: inventory control, process documentation (user and applications), computer troubleshooting and repair, and help desk staffing.
• Create, maintain, and distribute application documentation, manuals and training materials.
• Maintain user access to systems within defined security roles.
• Provides initial and ongoing training to staff on software, hardware and systems use as needed.
• Document and maintain internal procedure manuals.
• Assist with onboarding/offboarding by setting up and decommissioning user equipment and access.
• Install, test and configure new workstations, peripheral equipment and software.
• Maintain inventory of all equipment, software and software licenses.
• Utilize excellent customer service skills and exceed staff expectations.
• Recommend procedure modifications or improvements.
• Other duties as assigned.
• Maintain confidentiality of all work-related information.
• Act in a manner consistent with the Independent Living Philosophy.

Benefits

• PTO – vacation (16-24 days a year based on longevity)
• Sick leave 12 days a year
• 13 paid holidays
• Ability to work a 4-day schedule after 6 months on the job
• Multiple work schedules available
• Wellness program with the ability to earn an additional 3 PTO days a year
• 401K with up to 10% employer investment
• Heavily subsidized Health Insurance with co-pays
• Vision and Dental insurance
• Flexible Spending Accounts-Medical and Dependent Care
• Monthly contribution towards dependent care (to offset childcare costs)
• Company paid Life Insurance
• Company paid Identity theft protection (LifeLock)
• Employee Assistance Program
• Family Medical Leave
• Paid Family Leave
• Military Leave
• Bereavement Leave
• Jury Duty Leave
• Bone Marrow and Blood Donation Leave
• Voting Time Leave
• Election Leave
• Leaves for Crime Victims and Domestic Violence Victims
• Employees may be eligible for the federal Public Service Loan Forgiveness program to have student loans forgiven
• Free covered parking
• Additional benefits available

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree