IT Solution Center Associate
About The Position
Under the general supervision of the IT Solution Center Manager, the IT Solution Center Associate is part of the Information Technology department and provides end-user and technical support to all departments of CCANY and the CCO’s. The role provides the initial response to support requests from associates throughout the organization and delivers service to remote and on-premises customers in a fast-paced environment. The position is based in Clifton Park, New York, and requires in-person work at least four days per week, travel, and a schedule of 8:30 a.m. to 5:00 p.m. The associate also provides rotational on-call technical support.
Requirements
- High school diploma.
- At least two years of experience.
- Excellent verbal, written, listening, questioning, and interpersonal communication skills.
- Strong working knowledge of laptops, iPhones, and multifunction printers.
- Ability to think critically and collaborate with team members to reach appropriate resolutions.
- Strong customer service skills and the ability to explain technical concepts to people with varied technical skills and knowledge.
- Flexibility and adaptability, including the ability to cope with unexpected events and make appropriate decisions in a dynamic, fast-paced environment, with or without direct supervision.
- Ability to work autonomously and professionally, respectfully, and collaboratively as part of a team.
- Ability to work 8:30 a.m. to 5:00 p.m. and in person at least four days per week.
- Travel is required.
- Must have a valid New York or contiguous-state driver's license, or the ability to use ample public transportation to attend meetings in the community and office as needed.
- Integrity and a personal commitment to serving people with I/DD and their families.
Nice To Haves
- An associate or bachelor's degree in a related field, and/or equivalent experience.
- Knowledge of Windows OS, Microsoft Office 365, Adobe Acrobat, Outlook, OneDrive, laptops, and RingCentral voice-over-IP software.
Responsibilities
- Respond promptly to phone calls, emails, and self-service requests for technical assistance.
- Create support tickets and resolve issues, striving for first-call resolution; collaborate with other IT team members as needed.
- Provide customer service and technical support to remote and on-premises customers.
- Identify drivers of help desk call volume and work with team members to develop solutions that reduce issues.
- Develop customer-facing guidance for new and existing technology.
- Participate in orientation and introduce new employees to the technology they will use.
- Provide technical support on a rotational on-call basis.
- Perform data-entry tasks as needed and maintain confidentiality.
- Participate in assigned projects and perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
