Technical Support Analyst

2 weeks ago


Windsor, New York, United States Abilities First Full time

About Abilities First, Inc.
Abilities First, Inc. has been dedicated to enhancing the lives of individuals with developmental disabilities for nearly sixty years. We provide a comprehensive range of services, including educational programs, community support, residential services, and employment assistance. Our organization values diverse experiences and backgrounds, fostering an inclusive environment for all individuals. We are proud to be an equal opportunity employer.

Position Overview
The IT Support Specialist is responsible for delivering 1st and 2nd level technical support to end users within the organization. This role serves as the escalation point for the Helpdesk Technician, addressing tier 2 technical issues. The IT Support Specialist plays a crucial role in the planning and implementation of IT projects throughout the organization. Candidates must possess the ability to identify IT-related challenges and develop strategic solutions based on available information.

Key Responsibilities
• Provide efficient 1st and 2nd level support for hardware, software, and network issues across all locations.
• Conduct independent research to resolve issues and escalate complex problems to peers when necessary.
• Maintain comprehensive documentation in SharePoint, Teams, and the Helpdesk Knowledge Base.
• Communicate effectively with team members and end users through various communication platforms.
• Provision, deploy, and manage Windows 10 and 11 operating systems.
• Oversee the maintenance and updates of Windows Server environments.
• Manage user accounts and computers within Active Directory.
• Provision, install, and manage site networks.
• Drive innovation and improvements in IT infrastructure across all sites.
• Ensure accountability for equipment, software, and services at all locations.
• Utilize MDM solutions for managing remote and mobile devices.
• Provide training and support to staff during orientation and as needed.
• Ensure all required trainings and certifications are current and pursue additional training when necessary.
• Adhere to the agency's Code of Legal and Ethical Behavior, maintaining high standards of honesty, integrity, and respect for others.
• Follow all agency policies and procedures, prioritizing personal and others' safety.
• Perform other job-related tasks as assigned by supervisors.

Physical Requirements
The physical demands of this position require the ability to lift up to 50 lbs, bend, squat, and pivot as necessary to perform essential job functions. Reasonable accommodations may be made for individuals with disabilities.

Qualifications
• A minimum of four years of experience in Information Technology, including experience with desktop and mobile computer deployment and maintenance, basic networking, and VoIP systems, or an Associate's Degree in Information Technology or a related field, or a combination of relevant IT certifications.
• Strong communication skills to effectively train non-technical users on basic computer operations.
• A valid driver's license is required for travel to various sites.

Preferred Technologies
• Familiarity with Meraki MX models, Microsoft 365 Office suite, Entra ID management, Apple School Manager, and Unifi networking equipment is advantageous.



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