Information Technology Specialist - BayInfotech : Job Details

Responsibilities:

The most successful Systems Engineer (this particular role) shall:

• Respond to end-user support requests and apply standard remedies per RHAs Standards; doing so with empathy and expressing dignity in their interactions.
• Use experiences gathered during end-user interactions to suggest more widespread process and standards improvements.
• Leverage both in-person and electronic means to interactively diagnose and resolve issues.
• Be/become expert at using RHAs approved toolsets to perform their tasks; avoiding custom or one-off solutions without prior consultation with higher level IT staff.
• Be skilled within the Microsoft Windows 10/11 and Google Android ecosystems.
• Be skilled at building images for, deploying, and managing laptops (Dell), tablets (Samsung), and cell phones (Samsung).
• Be skilled within the Microsoft365/Azure and Cisco product ecosystems.
• Be able to configure, monitor and maintain both physical and virtual network servers.
• Perform user account maintenance within the Microsoft365 and hybrid Active Directory/Azure Active Directory management consoles.
• Be empowered and willing to travel to other RHA sites to perform IT Department related tasks.
• Be acquainted with and apply industry best practices in regard to IT processes and the handling of confidential information.
• Interact with outside vendors and contractors, monitor case progress, escalate as needed, managing the relationship through full case completion.
• Be available and responsive during non-traditional work times when called upon.
• Assure that all owned tasks are fully completed to the requesters satisfaction.

TYPICAL WORK ACTIVITIES:

• Evaluates and recommends resolution of current hardware and software configuration issues;
• Leads development of software and hardware configuration, deployment, and administration procedures and practices;
• Establishes client access to networks, with individual security access based on predefined guidelines, and resolves basic connectivity problems;
• Identifies, diagnoses, and solves user network, telecommunications, and other software and hardware problems, including production halts, printer problems, and other network malfunctions;
• Installs, configures, and customizes a variety of network and other hardware and software systems, at all RHA locations;
• Manages, designs, and maintains website and intranet; Maintains web filter and user profiles to monitor/limit web access;
• Evaluates networks and recommends improvements;
• Researches and recommends new hardware and software; Develops and tests required hardware, operating system, and application configuration requirements;
• Writes procedures and work instructions, for IT Department and for RHA end users;
• Leads development of deployment, support, and maintenance procedures; Monitors ongoing network performance and maintains records of system activities.

ENTRY LEVEL KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of desktop operating systems and affiliated software components, services, protocols, and technologies;
• Knowledge of virtual server environment; Knowledge of PDA devices;
• Knowledge of website design: Ability to think logically and creatively;
• Ability to maintain an understanding of client computing deployment, configuration, upgrade, and integration concepts;
• Ability to analyze, diagnose, and solve computer operation and/or system problems;
• Ability to read and understand technical materials;
• Ability to write procedures and work instructions;
• Ability to work independently, managing time and meeting deadlines.

FULL PERFORMANCE KNOWLEDGE, SKILLS AND ABILITIES:

• All the entry level KSAs PLUS: Knowledge of department policies, practices, and procedures; Knowledge of security standards and procedures, data storage, and backup/recovery procedures; Knowledge of RHAs network operating systems, hardware and software, network sites, and telecommunications systems.

MINIMUM QUALIFICATIONS:

• Bachelors degree in Computer Science (or a closely related field) AND three (3) years of work experience supporting or maintaining computer systems, through troubleshooting user problems.

OR

• Associates degree in Computer Science (or a closely related field) AND four (4) years work experience as stated in (A).

SPECIAL REQUIREMENT:

• A valid New York State Class D drivers license is required at time of appointment. This license must be maintained throughout the appointment to this title.