Technology Support Specialist I

Hillside•City of Rochester, NY

5d•$62,500 - $75,000•Onsite

About The Position

The Technology Support Specialist I provides overall technical support for technology systems including hardware, software, peripherals, user security access, and connections. This position provides user account security access and is responsible for administration related to user access, shared folders, and information systems in accordance with established protocols. The Technology Support Specialist performs diagnostic analysis, resolution, and preventative maintenance, and participates in the execution of the Hillside Technology Roadmap under the direction of the Director of Technology Solutions.

Requirements

Bachelor’s degree in Computer Science or related field, or an equivalent amount of education and experience required.
Minimum 1 year of experience in Helpdesk Support or related internship required.
Unrestricted, valid NYS driver’s license for minimum of 1 year with a clean driving record and minimum insurance coverage that meets agency standards.
Proficient with computer support technologies and willingness to continue to learn and advance technical skills.
Ability to ensure the security and stability of the Hillside network is maintained at all times.
Ability to identify the information needed to clarify a situation, seek that information from appropriate sources and use skillful questioning to draw out the information.
Experience prioritizing requests and identifying solutions to ensure effective and responsive delivery of services.
Ability to provide assistance through facilitation and consultation (teach others to use systems and processes vs. doing it for them).
Experience meeting partners’ needs in a manner that provides satisfaction and excellent results. Ability to identify what needs to be done and doing it before being asked or before the situation requires it.

Responsibilities

Provide user account security administration for user access management, network access, Hillside information systems, and administrative accounts.
Function as security administrator for sensitive New York State information systems i.e. Office of Mental Health (OMH), Office of Children and Family Services (OCFS), etc.
Accountable for maintaining the highest level of trust and integrity regarding storage and access to confidential data and security systems.
Participate in design, configuration, deployment, and support of all technology related equipment and software.
Record and maintain inventory of equipment, software, and licenses.
Complete all service requests on time and ensure the customer receives products and services as requested. This may require contacting service support with external vendors, as directed.
Develop and execute educational support resources for users of new or updated technology.
Provide recommendations to Technology Solutions Department supervisor regarding enhancements to policies, procedures, and protocols and ensure compliance.
Participate with other members of Technology Solutions Department to ensure effective execution of the Technology strategy.
While this job description covers many aspects of the role, employees may be required to perform other duties as assigned.