IT Senior Solution Center Associate

COORDINATED CARE ALLIANCE NY INC • Town of De Witt, NY

1d • $67,000 - $69,000

About The Position

The IT Senior Solution Center Associate provides mentorship to junior IT Solution Center Associates while performing essential IT tasks to maintain the organization’s environment. The role provides responsive, exceptional service to end users and supports all areas of the organization, working with a variety of hardware and software. Depending on the manager or supervisor’s discretion, travel to off-site locations may be required for projects or support. The position has no supervisory responsibilities.

Requirements

• High school diploma required.
• At least 3 years of equivalent work experience.
• Strong analytical and problem-solving skills.
• Ability to multitask and prioritize work demands.
• Excellent interpersonal and communication skills.
• Ability to be flexible, versatile, and adaptable in day-to-day activities.
• General knowledge of desktop and laptop computers, printers, and other computing equipment.
• Knowledge of computer software and operating systems, including Windows programs, Adobe Acrobat, Outlook, internet browsers, Access, Word, Excel, Office 365, OneDrive, and Teams.
• General understanding of networking concepts and equipment, including hubs, routers, and cabling infrastructure.
• General understanding of information security concepts and software, such as Windows Defender and Intune.
• Commitment to superior customer service and timely, accurate work that follows established company standards.
• Integrity and personal commitment to serving people with I/DD and their families.
• Professionalism, respect, and ability to work in a team environment.
• Must have a valid New York or contiguous-state driver’s license, or the ability to use ample public transportation to attend in-person meetings in the community and office as needed.

Nice To Haves

• Associate’s or bachelor’s degree in Computer Information Systems or a related field.
• CCNA, CompTIA, or Microsoft certifications.

Responsibilities

• Assist with installing and maintaining computer equipment and recommend enhancements to systems and environments.
• Provision and manage mobile devices.
• Escalate issues to IT management or vendors as needed.
• Consult with vendors as required, including third-party governmental agencies requiring site access.
• Provide break/fix technical support for networked and standalone computing equipment.
• Use knowledge-base articles to resolve issues when appropriate.
• Document work in service management software and record device and user data as required.
• Prioritize and triage issues by urgency, escalating unresolved issues as appropriate.
• Set up and configure computers and network devices according to organizational standards; participate in hardware deployments, moves, and operating system rollouts.
• Perform scheduled laptop maintenance, including operating system re-imaging, data capture and restoration, hardware cleaning, and replacement of broken or out-of-warranty hardware.
• Provide next-level technical support to other IT staff.
• Maintain confidentiality.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED