IT Field Analyst

IT Infrastructure Specialist Job Description

The Support Services functions are carried out by a team of professionals with diverse backgrounds who share deeply in our mission.

We are a resource that provides support to individual program departments to assist in the pursuit of our mission. Support Services is a collegial, supportive group with a dynamic culture that continuously seeks to collaborate and improve the lives of our clients.

We treat all staff with respect through each interaction. We are motivated to accomplish our individual and collective tasks through the belief that we can help transform the lives of the people we serve, thereby righting societal imbalances.

The IT Infrastructure Department is looking for a detail-oriented, organized, creative, and technically savvy individual to join our IT Team.

The selected candidate will report to the Director of IT Infrastructure Operations and will be responsible for supporting various parts of the Agency’s technical infrastructure, learning other specialized tasks, and serving as a backup to their colleagues on the IT Team.

Essential Duties & Responsibilities

• Visit various office locations throughout NYC to deliver, install, and troubleshoot on-site technical issues.
• Provide technical support for end-user devices and wiring, including MS Office Suite, Windows 10 and newer versions, Windows Active Directory (AD), network wiring, printer / copier support, desk phone setup, remote and in-person support, ticketing system management, and WiFi troubleshooting.
• Take initiative and proactively resolve issues using standardized practices.
• Provide technical support to users throughout the agency regarding hardware and application issues.
• Manage Active Directory maintenance (adding users, changing passwords, etc.).
• Support standard desktop applications (MS Office, MS Windows) and internet browsers.
• Attend to incoming phone calls and email messages for support when not visiting locations, and track issues via the department's tracking system.

Required Education and Experience

• Valid driver’s license and comfort in driving a company vehicle.
• Technical degree or certifications preferred in a related field.
• 1-2+ years of experience directly related to the duties and responsibilities specified.
• Position involves daily remote field work (Monday to Friday) and will require on-site visits for training and special projects as needed.

Preferred Qualifications & Skills

Willingness to Learn : Quickly learn and master new technologies. Effectively teach and support staff in the technologies utilized.

Display openness to new ideas and experiences and seek feedback for improvement. Collaborate effectively with others throughout the agency to achieve common goals.

Build a team identity characterized by pride, respect, trust, and commitment. Listen and respond appropriately to team members’ ideas.

Seek different points of view and leverage diverse perspectives in group processes and decision-making.

Problem-solving Skills : Make informed decisions by considering multiple sides of an issue and using available information.

Recognize issues and determine actions needed to advance decisions.

Customer Focus : Listen to internal and external customers and address their needs and concerns. Keep clients informed by providing status reports and progress updates.

Deliver on service commitments and meet established deadlines. Maintain supportive relationships with clients and their families.

Use initiative to improve outcomes, processes, or measurements.

Communication Skills : Exhibit excellent verbal and written communication skills. Translate complex situations and information into simple, meaningful explanations or discrete steps.

Respond promptly to phone calls and email messages for support. Track issues via the department’s tracking system.

• Interpersonal Skills : Remain calm in stressful situations. Treat staff with varying technical skills with respect and find the best ways to answer their questions, enabling their success in job duties.
• Job Knowledge : Demonstrate thorough knowledge and understanding of the position. Actively maintain current knowledge to enhance job skills and follow standardized practices.
• Writing Skills : Use correct English grammar, punctuation, and spelling. Communicate information clearly and succinctly in writing, tailored to the intended audience.
• Self-Improvement : Display ongoing commitment to learning and self-improvement. Seek new knowledge or skills for work, look for better ways to perform job aspects or assignments, and view failure as an opportunity to learn.

Continuously strive to grow and improve.

Team Player : Put others' needs ahead of your own. Offer support and volunteer to help others consistently. Model kindness, compassion, empathy, and respect for others.

Cooperate well with others to complete tasks. Respond to requests for help and show respect for others' thoughts and opinions.

Speak kindly and listen carefully. Work collaboratively to get work done. When assigned a task, perform it with motivation and help others with their tasks as needed.

Attendance / Reliability : Take ownership of work, be punctual, adhere to the work schedule, and comply with attendance, paid time off, sick leave, and other policies.

Ensure attendance does not interfere with assigned duties and responsibilities. Report to work on time and communicate schedule changes promptly to the supervisor.

Be punctual for meetings, appointments, and other work commitments.

If you are a motivated individual looking to make a difference and grow with our team, we encourage you to apply.