IT Support Analyst

The Arc Mid-Hudson, recognized as a leader in our field and one of the largest employers in the Hudson Valley, has a new opportunity for an IT Support Analyst, who will join our growing agency of over 1200 employees.

Located in our Administrative Offices in Kingston, this position will provide overall technical support for agency IT operations, under the direction of the Sr. Network and Systems Manager. Specific responsibilities include, but are not limited to:

• Performing system administration functions and providing technical support, including end user support, for business technology systems including, but not limited to the following:
• Workstation configuration, imaging, and installation.
• VOIP phone system management
• Print/scan/copy/fax hardware and software support
• Data backups and restoration (including use of Microsoft DPM)
• Network devices (switches, access points, peripherals)
• Active Directory (user and group management)
• Microsoft Windows, Office 365, and business software applications

Responsibilities also include:

• Responding promptly to help requests through the agency’s Help Desk software, emails, phone calls, or in-person requests. Communicate as needed to inform agency employees of system status when issues arise.
• Assisting in monitoring network health and communications, and resolving network issues. Monitor for indications of cybersecurity incidents, and follow incident response plan when necessary.
• Participating with IT and other department staff in evaluating business needs and potential technology solutions to meet those needs. Maintaining awareness of technological advances that may offer more effective ways to meet the agency’s needs.
• Assisting in agency-wide IT projects, such as deployment of new hardware, implementation of new systems.
• Using designated systems to thoroughly and accurately document inventory and work done in order to communicate issues and solutions with other IT staff.
• Occasional off-hours work including some evenings and weekends. Ample prior notice will be given, when possible.

HOURS: 40/Monday through Friday/day hours, must be flexible

Minimum Requirements:

• Bachelor’s degree in a business/computer-related curriculum; or equivalent IT-specific training and certifications, and five (5) years of full-time paid work experience involving planning, implementing, and supporting business information systems. Experience in work in the not-for-profit and/or human services sector is preferred.
• Experience with most if not all of the following technologies or similar technologies, and a demonstrated capacity to learn new technologies:
• Microsoft Windows, Office 365, Microsoft Teams
• Windows Server and Active Directory
• VOIP phone systems (Avaya preferred)
• Microsoft Data Protection Manager
• Help Desk software (SysAid preferred)
• The ability to work professionally and productively with employees at all levels within the organization
• An ability to learn quickly and independently, to discover the business needs and workflows of a complex organization, and to understand and adopt new technologies.
• Excellent verbal and written communication skills. The ability to communicate with both non-technical end users and with highly technical IT specialists, and serve as the bridge between these groups.
• The ability to successfully prioritize and manage multiple tasks and projects, and to maintain a high level of productivity while working either independently or as part of a team.
• Flexibility and a collaborative team approach. A willingness to travel across agency sites as needed, or to work outside regular office hours when needed.
• A commitment to workplace safety. The ability to lift 50 lbs with or without reasonable accommodations using proper lifting techniques.
• Flexibility to occasionally work off-hours, including some evenings and weekends. A demonstrated commitment to service excellence, professionalism, regulatory compliance, and a strong work ethic.
• Satisfactorily complete mandated training requirements as directed by their supervisor.
• May be required to perform other duties as deemed necessary by IT management.

Job Type: Full-time

Pay: $66,100.00 - $77,000.00 per year

Benefits:

• 403(b) matching
• Dental insurance
• Dependent health insurance coverage
• Flexible spending account
• Health insurance
• Life insurance
• Paid sick time
• Paid time off
• Tuition reimbursement
• Vision insurance

Education:

• Bachelor's (Required)

Work Location: In person

Salary : $66,100 - $77,000