Description At Upstate Cerebral Palsy, we provide innovative programs and services that support people and create opportunities to fulfill life choices...one person at a time, through everyday miracles. We are looking to hire compassionate, professional, and versatile employees. Our ideal candidate would have the ability to work independently, think quickly, and problem solve. ESSENTIAL RESPONSIBILITIES: Activities include but are not limited to the following: · Provide excellent customer support by resolving technical issues promptly and professionally. · Receive, respond to and document support calls in the Help Desk Call Center. · Install, configure, maintain, repair, and troubleshoot end user workstation hardware and peripherals. · Perform initial setup of 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. · Assist end users with basic computer system usage. · Coordinate with vendors for external support of computers, telephones, printers and other hardware. · Participate in the after-hours Help Desk on-call rotation. · Escalate cybersecurity requests and concerns to IS Security Personnel. · Assist the Network & ects, when required. · Adhere to mandatory abuse reporting laws and FERPA/HIPPA/HITECH requirements. QUALIFICATIONS/EDUCATION/ EXPERIENCE: · Associate’s Degree in field of Computer Science or related field OR 1+ years’ experience in a technical support or customer service role. · Experience with the following technologies: 1. Mobile Devices: Android, Apple iOS devices2. Networking: Configuration of Personal ers, Entry-Level Troubleshooting3. Networking Protocols: TCP/IP4. PCs & Peripherals: Diagnostics & Troubleshooting, Hardware5. Software: Asset Management, Help Desk or Ticketing/Tracking, Microsoft Office, Remote Assistance, Virtual Meeting (Teams, Zoom, Etc.), Windows6. Tools: Cable Testers, Crimpers, Network Toners · Knowledge of the following technologies: 1. Active Directory: NTFS Permissions, Users & Groups2. Networking: Basic understanding of IP networks, Ethernet cabling, firewall, routers, switches & wireless3. Office 365: OneDrive, Outlook Online, Teams4. Software: Mobile Device Management5. Telecommunications: Basic understanding of VOIP · Strong customer service skills and experience. · Excellent verbal, written, listening, and interpersonal communication skills. · Ability to present concepts in user-friendly language. · Must possess the ability to make independent decisions when circumstances are warranted. · Ability to effectively prioritize and execute tasks in a high-pressure environment. · 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. · This position does not have regular and substantial unsupervised and unrestricted physical viduals receiving services and is not required by law to be fingerprinted for a criminal history record check under any regulatory entity. WORK ENVIRONMENT/HAZARDS: · Minimal risk of ly fluids, communicable diseases, or chemicals used in cleaning. May have exposure to unpredictable individuals and situations when working s. · OSHA work class D. PHYSICAL DEMANDS: · Certain deadlines and unanticipated developments may require work during evenings, weekends. · The employee must have full sight and hearing with fluency in the English language. · While performing the duties of this job, the employee is regularly required to talk or hear. · The employee frequently is required to stand, walk and sit. Must be able to sit for long periods of time. · The employee must frequently lift and/or move up to 30 pounds and occasionally lift and/or move up to 60 pounds. Must be able to reach with hands, arms and fingers. · Requires three s per day working on computer equipment. · The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position without compromising work-flow and efficiency. WORK CONTACT GROUP: All staff, individuals at sites, visitors, family members, vendors, various regulatory and professional agencies. SUPERVISED BY: Help Desk Manager 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, life insurance, voluntary benefits and generous paid time off. Qualifications Education Preferred + Associates or better in Information Technology Experience Preferred + 1 year: Technical Support or Customer Service