IT Senior Solution Center Associate

Job Summary:
The IT Senior Solution Center Associate will be responsible for providing mentorship to more junior IT Solution Center Associates, while also performing essential IT Tasks to maintain the organization’s environment. This position will be required to offer exceptional service to our end users to ensure their needs are cared for even in the most stressful circumstances. This role will deal with the many different forms of technology (both hardware and software) daily. At the manager or supervisor's discretion, the individual may be required to travel to off-site locations in support of projects or provide support when needed. The IT Senior Solution Center Associate will be required to support all areas of the Organization.
Supervisory Responsibilities:
• None.

Essential Duties and Responsibilities:
• Assists in the installation and maintenance of computer equipment and makes recommendations for enhancements to current systems and environments.
• Mobile device provisioning & management.
• Escalating issues to IT management and/or vendors as needed.
• Consult with various vendors as required, specifically third-party governmental agencies requiring site access.
• Provide break/fix technical support services for networked and stand-alone computing equipment.
• Use knowledge-based articles, where appropriate, to resolve issues.
• Document work performed within the service management software; document device and user data as required.
• Prioritize issues by level of urgency and triage or escalate unresolved issues as appropriate.
• Provide setup and configuration of computers and other network devices in compliance with Partners’ standards; participate in large hardware deployments, moves and operating system rollouts.
• Perform scheduled preventative maintenance on laptops including re-imaging operating system software, data capture and restoration, cleaning physical hardware, replacement of broken or out-of-warranty hardware.
• Provide next level technical support for other IT staff.
• Maintains confidentiality.
• Performs other duties, as assigned.
• Must possess a valid Driver’s License from New York, or a contiguous state (i.e., Connecticut, New Jersey, Pennsylvania, and Vermont) OR Must have the ability to take ample public transportation to attend meetings in person in the community and in the office as needed.

Qualifications

• High School Diploma is required.
• Associate’s degree or Bachelor’s degree in Computer Information Systems or related field is preferred.
• A minimum of 3 years equivalent work experience.
• CCNA, CompTIA or Microsoft Certifications are preferred.
• Strong analytical and problem-solving skills
• Ability to multitask and prioritize work demands.
• Excellent interpersonal and communication skills
• Ability to be flexible, versatile, and adaptable in day-to-day activities.
• General knowledge of desktop and laptop computers, printers, and other computing equipment
• Knowledge of computer software, Operating systems, Windows programs, Adobe Acrobat, Outlook, Internet Browser’s, Access, Word and Excel, Office 365, One Drive and Teams.
• General understanding of networking concepts and networking equipment including hubs, routers, and cabling infrastructure
• General understanding of information security concepts and software (e.g., Windows Defender, Intune)
• Commitment to providing superior customer service and delivering work in a timely and accurate manner following established company standards.
• Absolute sense of integrity and personal commitment to serving people with I/DD and their families.
• Demonstrate professionalism, respect, and ability to work in a team environment.