Network Specialist I

JOB SUMMARY

The Network Support Specialist provides overall technical support for technology systems including hardware, software, peripherals, user security access, and connections. This position provides user account security access and is responsible for administration related to user access, shared folders, and information systems in accordance with established protocols. The Network Support Specialist performs diagnostic analysis, resolution, and preventative maintenance, and participates in the execution of the Hillside Technology Roadmap under the direction of the Director of Technology Solutions.

This is a full-time Monday-Friday position on an 8:00-5:00pm schedule. The Network Specialist is an in-person, office-based role at our 1 Mustard St, Rochester, NY 14609 location, though travel to other agency locations (usually in an agency vehicle) is also expected semi-frequently in this role.

ESSENTIAL JOB FUNCTIONS

• Provide user account security administration for user access management, network access, Hillside information systems, and administrative accounts.
• Function as security administrator for sensitive New York State information systems ie. Office of Mental Health (OMH), Office of Children and Family Services (OCFS), etc.
• Participate in design, configuration, deployment, and support of all technology related equipment and software.
• Record and maintain inventory of equipment, software, and licenses.
• Complete all service requests on time and ensure the customer receives products and services as requested; This may require contacting service support with external vendors, as directed.
• Develop and execute educational support resources for users of new or updated technology.
• Provide recommendations to Technology Solutions Department supervisor regarding enhancements to policies, procedures, and protocols and ensure compliance.
• Participate with other members of Technology Solutions Department to ensure effective execution of the Technology strategy.
• This job description is not exhaustive. Employees may be required to perform other duties as assigned.

EDUCATION & EXPERIENCE Education:

• Bachelor’s degree in Computer Science or related field or an equivalent amount of education and experience required.

Experience:

• Minimum of 1 year of experience in Helpdesk Support or related internship required

Special Requirements:

• Unrestricted, valid NYS driver’s license with a clean driving record and minimum insurance coverage that meets agency standards.

KNOWLEDGE, SKILLS & ABILITIES

In addition to the Hillside Professional Competencies the following are requirements of this role:

• In addition to the Hillside Professional Competencies the following are requirements of this role:
• Demonstrates proficiency with computer support technologies and willingness to continue to learn and advance technical skills
• Demonstrates the ability to ensure the security and stability of the Hillside network is maintained at all times. Accountable for maintaining the highest level of trust and integrity regarding storage and access to confidential data and security systems.
• Demonstrates the ability to identify the information needed to clarify a situation, seek that information from appropriate sources and use skillful questioning to draw out the information, when others are reluctant to disclose it.
• Experience prioritizing requests and identifying solutions to ensure effective and responsive delivery of services.
• Demonstrates the ability to provide assistance through facilitation and consultation (in order words teaching them to use systems/processes vs. doing it for them.)
• Demonstrates concern for meeting partners’ needs in a manner that provides satisfaction and excellent results. Ability to identify what needs to be done and doing it before being asked or before the situation requires it.

 

PHYSICAL DEMANDS & WORK ENVIRONMENT

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.

• Must be able to work a variable scheduling including evenings and weekends
• The following physical demands are required:
  • Occasional sitting (up to 4 hours)
  • Occasional standing (up to 1 hour)
  • Occasional walking (up to 2.5 hours)
  • Occasional driving (up to 8 hours)
  • Continuous balancing (up to 8 hours)
  • Occasional balancing, bending, stooping, climbing, kneeling, pushing, pulling, reaching forward or down, reac