IT Specialist II

Full Time: Monday-Friday 7am-3pm
Starting Rate: $22.00 / Hour

The Information Technology (IT) Specialist II supports the IT Operations Manager in managing the agency’s technology infrastructure and user support. This position is responsible for resolving helpdesk tickets, assisting staff with technology needs, delivering training, overseeing and prioritizing tasks, and performing routine maintenance of technology systems, hardware, and software. The IT Specialist II acts as a mentor to IT Specialist I team members, fostering professional growth and technical development, but does not have direct supervisory responsibilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Serve as a primary point of contact for technology support, interacting with staff across all departments, and delivering exceptional customer service.
• Install, configure, and troubleshoot computer hardware, software, systems, networks, printers, and scanners through direct user support or remote guidance. 
• Ensure all helpdesk ticket requests are resolved promptly, with thorough documentation of resolution steps and outcomes for future reference and knowledge sharing. 
• Manage Active Directory, Microsoft 365 applications (Exchange Online, SharePoint, Teams, OneDrive), and user accounts. 
• Administer and configure Microsoft Intune for device management, application deployment, and security compliance. 
• Own and manage the IT inventory system, ensuring accurate and up-to-date records of all telecommunications and IT assets. 
• Maintain security and access permissions, ensuring system integrity. 
• Analyze and troubleshoot telecommunication and phone system issues, including voicemail configuration and user training. 
• Deliver training sessions to existing staff, both in groups and individually, including new-hire orientation. 
• Create, maintain, and update technical documentation, user guides, and training materials to support staff and streamline onboarding. 
• Recommend, research, and implement new technologies and software solutions to meet evolving agency needs. 
• Foster a customer-focused environment by actively engaging with staff, understanding their technology needs, and providing clear, non-technical explanations and solutions.
• Ensure IT knowledge remains current by regularly updating skills through professional development and training on emerging technologies. 

SKILLS AND ABILITIES:

• Strong commitment to customer service and staff engagement, with the ability to build positive relationships across the organization. 
• Excellent verbal and written communication skills, including the ability to document technical processes and resolutions clearly. 
• Ability to explain technical concepts in non-technical language. 
• Work independently and collaboratively as a team member. 
• Strong time management and multitasking skills. 
• Remain current on technological updates and trends with the ability to learn and adapt new software and hardware packages. 
• Self-motivated with a proactive approach to problem-solving. 
• Ability to work under pressure while maintaining professionalism.  
• Ability and willingness to travel on work assignments
• Willingness to work additional hours during the week and/or weekend, if required.

Education and Training:

Preferred: Continuing education in technology field and/or Bachelor’s degree or certifications in related field 

Minimum: High school diploma with three years of related experience

Possession of a valid New York State Driver’s license in good standing and reliably insured vehicle.

Salary : $22