Operations Analyst II

Services for the Underserved•New York, NY

9d•$90,000 - $95,000•Onsite

About The Position

The IT Infrastructure Department is seeking a detail-oriented, organized, creative, and technically savvy team member to support various parts of the agency’s technical infrastructure, learn specialized tasks, and serve as backup to IT colleagues. The role provides technical support to users throughout the agency, including remote troubleshooting and diagnostics, and requires visits to company facilities. The position is on site, Monday through Friday, 9:00 a.m. to 5:00 p.m. EST, with support potentially needed outside standard hours. The selected candidate reports to the Director of IT Infrastructure Operations. The role is part of S:US Support Services, a collaborative team that supports agency program departments and the organization’s mission. S:US describes its culture as grounded in respect, integrity, support, maximizing individual potential, and continuous quality improvement.

Requirements

1–2+ years of experience directly related to the specified duties and responsibilities.
Proficiency with MS Excel, Word, and Outlook.
Expert troubleshooting skills, with a strong emphasis on remote support and diagnostics.
Ability to lift 50 pounds.
Ability to work effectively within a fast-paced team atmosphere and manage multiple projects.
Excellent verbal and written communication skills, including the ability to explain complex information in simple, meaningful terms and respond promptly to support calls and emails.

Nice To Haves

Technical degree or certifications in a related field.
Experience or familiarity with MS Office Suite, Windows 10 or later, Citrix XenApp, Windows Active Directory, TCP/IP, network and server management, Juniper firewalls, and Exchange/Office 365; Exchange/Office 365 is noted as a plus.
Willingness and ability to learn new technologies quickly and teach and support staff in technologies used by S:US.
Problem-solving and decision-making skills, including considering multiple perspectives and determining actions to advance decisions.
Customer focus, including listening to users, addressing needs and concerns, providing status updates, meeting service commitments and deadlines, and taking initiative to improve outcomes and processes.
Ability to cooperate effectively with others, contribute to a respectful and trusting team, and consider diverse perspectives.
Ability to remain calm in stressful situations and treat staff with varying levels of technical skill respectfully.

Responsibilities

Support the agency’s technical infrastructure and learn specialized tasks while serving as backup to IT colleagues.
Provide technical support to agency users for hardware and application issues, including remote support and diagnostics and visits to company facilities.
Install and configure desktop and laptop hardware and peripherals, including network printers.
Support the mobile device management system and end devices.
Mentor and train department staff, serve as a point of escalation for requests, and document new knowledge-base articles.
Troubleshoot firewall VPN issues and multi-site network connectivity issues.
Maintain Active Directory, including adding users and changing passwords.
Maintain the fleet of network copier/scanners/printers.
Track issues through the department tracking system.
Work effectively in a fast-paced team environment and manage multiple projects.