Information Services

Information Services (IS) Media and Technology Support Specialist

Pay $21.88 - $23.32 an hour

Join Our Team as an Information Services Media & Technology Support Specialist

Are you ready for a fast-paced, hands-on role that blends audio/visual expertise with IT support? In this on-site position, you’ll set up, operate, and maintain A/V equipment for live events, trainings, and conferences—while also supporting and maintaining our in-house technology systems. You’ll work closely with the Director of IS Support Services to identify and implement cutting-edge solutions that meet our agency’s needs. From laptops and desktops to VOIP phones, mobile devices, printers, and A/V gear, you’ll be the go-to expert ensuring everything runs smoothly.

Core Responsibilities

Activities include but are not limited to the following:

• A/V Support Responsibilities (20%)
  
  • Microphones, speakers, projectors, video displays, and meeting recording.
  • Manage sound levels, video playback, and transitions.
  • Oversee A/V equipment inventory.
• IT Support Responsibilities (80%)
  
  • Provide excellent customer support by resolving technical issues promptly and professionally.
  • Receive, respond to and document support calls in the Support Services Call Center.
  • Install, configure, maintain, repair, and troubleshoot end user workstation hardware and peripherals.
  • Configure mobile devices and assist end users with basic functionality.
  • Support remote sites through proactively scheduled on-site visits and responding quickly during emergencies.
  • Update asset inventory when making system changes, additions, moves and disposals.
  • Provide end users with basic computer system training.
  • Coordinate with vendors for external support of computers, telephones, printers, audio/visual equipment and other hardware.
  • Participate in the after-hours Support Services Team on-call rotation.
• Escalate cybersecurity requests and concerns to IS Security Personnel.
• Assist the Network & Telecom Team with special projects, when required.
• Adhere to mandatory abuse reporting laws and FERPA/HIPAA/HITECH requirements.
• Other duties as required.

Qualifications

• Associate’s Degree in field of Computer Science or related field OR 1+ years’ experience in a technical support, audio/visual 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 of the following technologies:
  
  • Active Directory: NTFS Permissions, Users & Groups
  • A/V: Microphones, Projectors, Soundboards, Sound Systems, Video Switchers
  • 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 working from home required.
• After-hours on-call responsibilities.
• Travel is required. Must have a valid NYS driver’s license & dependable vehicle.

Benefits

Our work environment provides the opportunity to grow and learn in a fast-paced atmosphere. We offer competitive benefits and salary to include a low-cost individual health insurance plan, dollar for dollar retirement match (up to 7%), life insurance, voluntary benefits and generous paid time off.

• 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

Upstate Caring Partners is the premier provider of direct-care services and programs in Central New York for individuals of all abilities and their families. If you believe in empowering people, Upstate Caring Partners is an excellent place to start or grow your career. Please visit our careers website to access the full job description located within the job posting. upstatecpjobs.org

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.

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