IT Support Analyst

The Arc Mid-Hudson, with locations in Ulster, Greene, and Putnam counties, has a full-time opportunity on our Information Technology team for an IT Support Analyst.

This position will provide overall technical support for agency IT operations, under the direction of the Sr. Network and Systems Manager. Specific responsibilities include, but are not limited to:

• Performing system administration functions and providing technical support, including end user support, for business technology systems including, but not limited to, + Responding promptly to help requests through the agency’s Help Desk software, emails, phone calls, or in-person requests. Communicate as needed to inform agency employees of system status when issues arise.

• Assisting in monitoring network health and communications, and resolving network issues. Monitor for indications of cybersecurity incidents, and follow incident response plan when necessary.

• Participating with IT and other department staff in evaluating business needs and potential technology solutions to meet those needs. Maintaining awareness of technological advances that may offer more effective ways to meet the agency’s needs.

• Assisting in agency-wide IT projects, such as deployment of new hardware, implementation of new systems.

• Using designated systems to thoroughly and accurately document inventory and work done in order to communicate issues and solutions with other IT staff., + May be required to perform other duties as deemed necessary by IT management.

• Bachelor’s degree in a business/computer-related curriculum; or equivalent IT-specific training and certifications, and five (5) years of full-time paid work experience involving planning, implementing, and supporting business information systems. Experience in work in the not-for-profit and/or human services sector is preferred.

• Experience with most if not all of the following technologies or similar technologies, and a demonstrated capacity to learn new technologies:

• Microsoft Windows, Office 365, Microsoft Teams

• Windows Server and Active Directory

• VOIP phone systems (Avaya preferred)

• Microsoft Data Protection Manager

• Help Desk software (SysAid preferred)

• The ability to work professionally and productively with employees at all levels within the organization

• An ability to learn quickly and independently, to discover the business needs and workflows of a complex organization, and to understand and adopt new technologies.

• Excellent verbal and written communication skills. The ability to communicate with both non-technical end users and with highly technical IT specialists, and serve as the bridge between these groups.

• The ability to successfully prioritize and manage multiple tasks and projects, and to maintain a high level of productivity while working either independently or as part of a team.

• Flexibility and a collaborative team approach. A willingness to travel across agency sites as needed, or to work outside regular office hours when needed.

• A commitment to workplace safety. The ability to lift 50 lbs with or without reasonable accommodations using proper lifting techniques.

• Flexibility to occasionally work off-hours, including some evenings and weekends. A demonstrated commitment to service excellence, professionalism, regulatory compliance, and a strong work ethic.

• Occasional off-hours work including some evenings and weekends. Ample prior notice will be given, when possible.

HOURS: 40/Monday through Friday/day hours, must be flexible

STARTING SALARY: $ 66,100 to $ 77,000 per year, based on relevant education and experience