Information Services (IS) Media and Technology Support Specialist

Upstate Caring Partners•Utica, NY

5d•$22 - $23•Onsite

About The Position

Are you ready for a fast-paced, hands-on role that blends audio/visual expertise with IT support? In this on-site position, you’ll set up, operate, and maintain A/V equipment for live events, trainings, and conferences—while also supporting and maintaining our in-house technology systems. You’ll work closely with the Director of IS Support Services to identify and implement cutting-edge solutions that meet our agency’s needs. From laptops and desktops to VOIP phones, mobile devices, printers, and A/V gear, you’ll be the go-to expert ensuring everything runs smoothly.

Requirements

Associate’s Degree in field of Computer Science or related field OR 1+ years’ experience in a technical support, audio/visual 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
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.

Nice To Haves

Knowledge or familiarity of the following technologies: Active Directory: NTFS Permissions, Users & Groups A/V: Microphones, Projectors, Soundboards, Sound Systems, Video Switchers 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

Responsibilities

Manage sound levels, video playback, and transitions.
Oversee A/V equipment inventory.
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, audio/visual equipment and other hardware.
Participate in the after-hours Support Services Team on-call rotation.
Escalate cybersecurity requests and concerns to IS Security Personnel.
Assist the Network & Telecom Team with special projects, when required.
Adhere to mandatory abuse reporting laws and FERPA/HIPAA/HITECH requirements.
Microphones, speakers, projectors, video displays, and meeting recording.
Set up, operate, and maintain A/V equipment for live events, trainings, and conferences
Supporting and maintaining in-house technology systems.