Technical Support Services Specialist

2 weeks ago

Utica, New York, United States Upstate Cerebral Palsy Full time

Salary: $43,000 annually


The Technical Support Services Specialist plays a crucial role in a vibrant, on-site environment, providing support, deployment, maintenance, repair, and upgrades for internal computer systems.

Key technologies include laptops, desktops, VOIP phones, mobile devices, audio/video equipment, printers, and peripherals. This position is dedicated to delivering outstanding customer service and enabling end users to utilize technology effectively.


Core Responsibilities:

  • Deliver exceptional customer support by swiftly and professionally resolving technical issues.
  • Document and respond to support inquiries in the Support Services Call Center.
  • Install, configure, maintain, repair, and troubleshoot end-user workstation hardware and peripherals.
  • Assist in configuring mobile devices and provide basic functionality support to end users.
  • Support remote locations through scheduled on-site visits and prompt responses during emergencies.
  • Update asset inventory during system changes, additions, relocations, and disposals.
  • Provide fundamental training on computer systems to end users.
  • Coordinate with vendors for external support of computers, telephones, printers, and other hardware.
  • Participate in the after-hours Support Services Team on-call rotation.
  • Escalate cybersecurity requests and concerns to IS Security Personnel.


Qualifications:

  • Associate's Degree in Computer Science or a related field, or;
  • 1+ years of experience in a technical support or customer service role.


Experience with the following technologies:

  • Mobile Devices: Android, Apple iOS devices
  • Networking: Configuration of Personal or SOHO Routers, Entry-Level Troubleshooting
  • Networking Protocols: TCP/IP
  • PCs & Peripherals: Diagnostics & Troubleshooting, Hardware
  • Software: Asset Management, Help Desk or Ticketing/Tracking, Microsoft Office, Remote Assistance, Virtual Meeting (Teams, Zoom, etc.), Windows
  • Tools: Cable Testers, Crimpers, Network Toners


Knowledge or familiarity with the following technologies:

  • Active Directory: NTFS Permissions, Users & Groups
  • Networking: Basic understanding of IP networks, Ethernet cabling, firewalls, routers, switches & wireless
  • Office 365: OneDrive, Outlook Online, Teams
  • Software: Mobile Device Management
  • Telecommunications: Basic understanding of VOIP


Flexible hours, including nights, weekends, and remote work, are required. This role includes after-hours on-call responsibilities and travel is necessary. A valid driver's license and a reliable vehicle are essential.


Benefits:

Our work environment fosters growth and learning in a fast-paced setting. We offer competitive benefits and salary, including:

  • Comprehensive Health/Dental/Vision
  • Direct Deposit
  • Flexible Spending Account (FSA)
  • Retirement Plan 403(b)
  • Life Insurance
  • Voluntary Benefits
  • Employee Assistance Program (EAP)
  • Generous PTO Plans (Sick, Vacation, and Employee Leave)
  • Tuition Reimbursement
  • Service Awards
  • Employee Appreciation Events
  • Employee Discounts
  • Employee Referral Bonus $1,500


Upstate Caring Partners is the leading provider of direct-care services and programs in Central New York for individuals of all abilities and their families. If you are passionate about empowering people, Upstate Caring Partners is an excellent place to advance your career.

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