Information Technology Technician II

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The Information Technology Technician II (IT Tech II) is responsible for providing assistance in the operations and implementation of Information Systems for Evergreen Health, Community Access Services and Pride Center of Western New York.

As part of the essential functions of this role, the IT Tech II:

· Works with staff at all locations of the Evergreen Association to provide computer hardware, software support, or Audio/Video support where needed, including support and/or training for agency-issued electronic mobile devices (tablets, laptops, smart phones, etc.), copiers, phone systems and printers.  Provides training as needed on iPhone/iPad Agreement, BYOD Policy, and UUA Agreement

· In collaboration with IT Manager, and 3rd party vendor(s), maintains and plans for future needs of Association server and network infrastructure environment

· Works with staff at all Association locations to provide computer hardware, software support, or Audio/Video support, including support and/or training for association-issued electronic mobile devices (tablets, laptops, smart phones, etc.), copiers, phone systems and printers; Provides training as needed on iPhone/iPad Agreement, BYOD Policy, and UUA Agreement

· Functions as lead to provide maintenance and support for assigned IT system, (e.g.: Exchange, Secure Print, Wireless technology, MaaS360, ZixMail, Informacast)

· Supports ticketing system triage which includes the following activities: Review, triage, and assign tickets;  Provides follow up reports for ticketing systems

· Maintains confidentiality of clients, volunteers and appropriate components of the organization's programs and data, and has access to security passwords to all programs that are relevant to the IT Technician position

· Functions as Project Lead for IT hardware and software, to provide the following:

*  research, implement, and maintain systems

*  provide updates to IT Staff

*  provide training to IT Staff

*  create and update documentation in department Wiki, and

*  address related concerns with IT Manager and IT staff

Qualified Candidate will have an Associate’s degree in Information Technology or related field with a minimum of five (5) years of professional experience working in the Information Technology field and providing support for computer hardware and software, including but not limited to: Microsoft Office Suites (2007 or later). Candidate must be able to communicate clearly and professionally in writing and verbally, and demonstrate ability to work across multiple departments and aid with complex and escalated support requests. CompTIA A+ or similar certification(s) preferred. Candidate must be able to work autonomously. Sensitivity to HIV/AIDS and lifestyle issues is essential.

Job Type: Full-time

Required education: Associates

Required experience: Information Technology, IT Support (5 years)

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