Technology Support Specialist I

Job Summary

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.

Essential Job functions

• 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.

Education & Experience

• 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.

Special Requirements

• Unrestricted, valid NYS driver’s license for minimum of 1 year with a clean driving record and minimum insurance coverage that meets agency standards.

Knowledge, Skills & Abilities

In addition to demonstrating the Hillside Professional Competencies of Communicates Effectively, Personal Excellence, Cultural Competence, Builds and Leverages Relationships and Optimizes Decision Making, the following occupational competencies must be demonstrated:

• 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.

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to work a variable scheduling including evenings and weekends

• The following physical demands are required:

  • Frequent sitting (up to 8 hours)

  • Occasional standing (up to 1 hour)

  • Occasional walking (up to 2.5 hours)

  • Occasional driving (up to 8 hours)

  • Continuous balancing (up to 1 hours)

  • Occasional balancing, bending, stooping, climbing, kneeling, pushing, pulling, reaching forward or down, reaching overhead, running, and twisting (up to 2.5 hours)

  • Weekly lifting up to 30 lbs., 5-10 lbs. on a daily basis

  • Weekly carrying up to 55 lbs. approximately 10-100 ft., 5-10 lbs. on a daily basis

• Manual dexterity is required, including the frequent ability to grasp in both hands and continuous use of fine manipulation skills in both hands (approximately 5.5-8 hrs.)

• Occasional exposure to dust, fumes, gases or chemicals is apparent.

• Ability to change positions as needed.