Technical Support Specialist

YAI

20h

About The Position

If you are a current YAI employee, please click this link to apply through your Workday account. Key/Essential Functions & Responsibilities Identifies information technology needs across assigned region and facilitates all site equipment installations and deployments, including, but not limited to installing and configuring computer hardware, software, systems, networks, and printers. Maintains computer systems and monitors sites across assigned region(s) for network outages using various tools and escalates concerns and issues to the network team, as required. Appropriately triages, prioritizes and escalates and/or documents network or device issues, maintenance and resolutions across assigned region using electronic ticketing system, in accordance with internal policies and procedures. Performs routine preventative maintenance on assigned technologies, following established procedures to ensure availability and functionality of systems. Participates in IT projects, providing information, documentation and technical assessments and executes activities in accordance with management guidance and project plans; collaborates in testing and deployment of new technology and security. Participates in the evaluation of new products and technologies under the direction and guidance of senior colleagues, relevant to their areas of expertise and to enhance technology engineering service value. Works closely with IT service desk team to receive, troubleshoot and resolve Level I and II IT issues escalated for field support assistance/handling. Responds to service issues and requests in a timely and appropriate manner, in accordance with established service level agreements (SLAs). Provides on-site, in-person and/or telephone technical support to staff across assigned region to troubleshoot complex issues, replace or repair equipment, perform installations or provide other IT support; supports other regions remotely or on-site, as requested. Regularly travels across assigned region(s) as required to support technical support needs, implementations and other IT-related initiatives, transporting equipment or tools, as needed. Sets up network devices (computers, phones, printers, etc.) and user accounts for new and existing employees, providing guidance and assistance in obtaining access, if needed. Provides coverage for IT Helpdesk, performing duties of IT Helpdesk Technician on an as needed basis and as part of rotating weekend coverage, as scheduled. Performs all other duties, as assigned.

Requirements

High school diploma or GED
Two (2) or more years of experience in an IT technical support or related role providing support to end users and troubleshooting workstation, network connection, equipment and/or application issues, implementing new technologies, software or technical equipment and/or installing computers or related equipment in a large, fast-paced environment; or Satisfactory combination of education, experience and/or training, including technical certifications in OS, PC, CICSO and/or Microsoft Office or similar areas.
Excellent technical knowledge of PC and desktop hardware and internal components, operating systems, and networking principles.
Ability and willingness to regularly travel throughout assigned region(s) and to lift, carry and transport computer-related equipment weighing up to 30 pounds to/from various YAI locations as needed.
Ability to work on Saturdays on a regular, rotating schedule (for New York-based assignments) and flexibility to work hours outside of regular work day on occasion, if needed.
Strong customer-service orientation, written and oral communication skills.
Proven ability to multi-task, adhere to strict guidance and work independently to prioritize tasks and meet deadlines.
Ability to adapt in a fast-paced environment while developing and maintaining strong lines of communication with staff.
Analytical and problem-solving abilities, with keen attention to detail.

Nice To Haves

Basic understanding of networking principles and technologies (i.e., DHCP, DNS, Ping, Traceroute. Etc.) and understanding of TCP/IP (OSI Layers 1– 7)
Working knowledge or experience with Active Directory, O365, MDM, ITSM ticketing system
Ability to research technical issues, utilizing technical manuals and procedural documentation to implement solutions independently
Valid NY State Driver's License highly preferred for assignments in areas with limited public transportation

Responsibilities

Identifies information technology needs across assigned region and facilitates all site equipment installations and deployments, including, but not limited to installing and configuring computer hardware, software, systems, networks, and printers.
Maintains computer systems and monitors sites across assigned region(s) for network outages using various tools and escalates concerns and issues to the network team, as required.
Appropriately triages, prioritizes and escalates and/or documents network or device issues, maintenance and resolutions across assigned region using electronic ticketing system, in accordance with internal policies and procedures.
Performs routine preventative maintenance on assigned technologies, following established procedures to ensure availability and functionality of systems.
Participates in IT projects, providing information, documentation and technical assessments and executes activities in accordance with management guidance and project plans; collaborates in testing and deployment of new technology and security.
Participates in the evaluation of new products and technologies under the direction and guidance of senior colleagues, relevant to their areas of expertise and to enhance technology engineering service value.
Works closely with IT service desk team to receive, troubleshoot and resolve Level I and II IT issues escalated for field support assistance/handling.
Responds to service issues and requests in a timely and appropriate manner, in accordance with established service level agreements (SLAs).
Provides on-site, in-person and/or telephone technical support to staff across assigned region to troubleshoot complex issues, replace or repair equipment, perform installations or provide other IT support; supports other regions remotely or on-site, as requested.
Regularly travels across assigned region(s) as required to support technical support needs, implementations and other IT-related initiatives, transporting equipment or tools, as needed.
Sets up network devices (computers, phones, printers, etc.) and user accounts for new and existing employees, providing guidance and assistance in obtaining access, if needed.
Provides coverage for IT Helpdesk, performing duties of IT Helpdesk Technician on an as needed basis and as part of rotating weekend coverage, as scheduled.
Performs all other duties, as assigned.