Senior IT Support Technician

Planned Parenthood CWNY•Rochester, NY

just now•$31 - $36

About The Position

Senior IT Support TechnicianRochester, NY Planned Parenthood of Central and Western New York (PPCWNY) protects and provides health care and education that empowers individuals and families. With respect. Without judgment. No matter what. In support of Planned Parenthood of Central and Western New York (PPCWNY)’s mission, the Senior Computer/Network Support Technician has responsibility for technical and administrative support to all end users. The Senior Computer/Network Support Technician maintains a working knowledge of existing hardware, software, and telephone systems in use to maximize efficiency of the network and users’ utilization of them. Assists the Senior Director of IT and Informatics in expanding the PPCWNY IT network and telephone system.

Requirements

Applicants must possess the following qualifications (or equivalent combination of education and experience):
Bachelor’s degree in Computer Science or a related field
Minimum of 5 years of experience in all areas of local and wide area network management (Cisco experience preferable) to include system configuration, setup, troubleshooting, planning, designing, implementation, and user support; experience installing and supporting various Microsoft server technologies (Active Directory, Exchange, Terminal Service, Operating System, and Office); experience installing telecommunications equipment is required; Citrix experience strongly preferred
Ability to work independently, prioritize, multi-task, meet deadlines and conduct research on a wide range of computing issues is essential
Excellent communication skills (verbal and written) are required
This position requires the ability to work a flexible schedule and to travel to multiple sites as needed
Must have a valid NYS driver’s license with access to transportation
A commitment to PPCWNY’s mission, vision, and values along with a commitment to providing services to a wide range of clients and to the goals of PPCWNY is essential
Ability to lift 50 pounds with or without an accommodation
Possess sufficient mobility to perform the Essential Functions listed in this Job Description with or without an accommodation

Nice To Haves

Citrix experience strongly preferred

Responsibilities

Assists the Senior Director of IT and Informatics with developing, designing, implementing, and maintaining the Help Desk, virtual and intranet systems
Serves as point of contact for technical support from end users across all PPCWNY locations, by acknowledging, tracking, and prioritizing all technical issues reported and may work with external vendors as part of this process
At the desktop level, provides hardware/software resolution in a timely, accurate and creative manner either via telephone, email, remote support software, and/or in person
Performs basic network management functions including but not limited to creating and deleting user accounts, assignment of user’s groups and privileges, resetting passwords, resolving internet and phone/voicemail issues, fax/postage machines, and A/V equipment
Assists Senior Director of IT and Informatics in thinking strategically about emerging IT, networking and phone system technologies for health centers and making long-term plans for integrating such technologies
Ensures that systems are appropriately secured based on best practices and other regulations such as but not limited to HIPAA; this includes but is not limited to antivirus, patching, and backup validation
Performs installations and setup of new hardware/software and performs routine maintenance/repairs on selected equipment
Shows respect to all internal and external customers for differences in backgrounds, lifestyles, viewpoints, and needs.
Assists in maintaining a current IT and telephone system architecture document
Keeps abreast of current technical development in software, telephone, and call center systems
Adheres to internal controls, complies with agency policies, participates in the enforcement of HIPAA, and maintains the highest standards of ethics and integrity
Maintains asset tracking and conducts routine audits of agency equipment
Develops training materials, procedures, and/or trains end users in the proper use of hardware and software as needed
Coordinates with Purchasing Manager and Senior Director or IT and Informatics to purchase IT related equipment as needed
Attends virtual and in person trainings and certifications in a timely manner to increase technical knowledgebase
Assists in the setup, maintenance, and execution of new and changing of network equipment and networks including, but not limited to, VLANs, Router/Switch configurations and software configurations
Assist in the setup, maintenance, and execution of domain level procedures, including, but not limited to, new group policy objects (GPO), domain trusts, security groups, organizational units (OU)
Assists in the setup, maintenance and execution of advanced Office 365 / Exchange configurations including but not limited to mailbox backup and restores, PowerShell commands, email search inquiries, and exchange mail transport rules
Monitors and diagnoses issues related, but not limited to, system patching, firmware upgrades, hardware upgrades, and backup/recovery jobs on a monthly basis
Provides back up in the management of wireless networking and network security (e.g., administering firewalls, managing host antivirus security, and implementing network and file permissions)
May act as a representative of the agency as requested
Participates in affiliate initiatives
Participates in agency meetings and initiatives as assigned
Other duties/tasks as assigned by supervisor

Benefits

In addition to competitive compensation, PPCWNY offers an extensive benefits package with generous Paid Time Off, 10 paid holidays, affordable medical, dental, and vision options, Health Savings Account or Flexible Spending Account, 401(k) with match, and much more!

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume