Richmond Community Services, a leading non-profit provider of support services for Westchester County's developmentally, intellectually and behaviorally challenged individuals, is currently seeking an Information Technology (IT) Supervisor Under the direction and supervision of the Director of IT Services, the Supervisor, IT Services will be responsible for providing technical support and maintaining proper functionality of the end user desktop and laptop computers and assist with network infrastructure for all Richmond locations and employees. This includes system upgrades and documentation, and end user/desktop support, as required by the organization, which includes installations, upgrades, troubleshooting, and training. The Supervisor, IT Services demonstrates knowledge of Richmond’s quality mission, vision, and values. In addition, this position actively participates in quality improvement projects (i.e. communicating issues, offering suggestions) to ensure ongoing excellence of Richmond residents, staff, and programs. Supervisor Level Job Functions + Implement IT Services’ strategies through an efficient supervision of IT staff. + Prepare orientation programs for all new employees that will have network access, to insure that they are educated with Richmond’s policies and procedures. + Analyze all IT infrastructures and prepare reports to be submitted to senior management. + Design, execute and maintain IT policies and procedures for all of Richmond’s IT infrastructures and ensure compliance. + Administer project lists and SysAid tickets, prioritizing all assigned work for IT staff. + Oversee the day-to-day activities of all IT personnel, which includes conducting staff meetings to review projects and other issues. + Completing the required IT staff evaluations and assessments. + Ensuring the completion of all IT staff mandatory trainings. Essential Job Functions + Responsible for responding to end user hardware issues, including the repairing and deployment of new computer hardware (including printers and connectivity to network printers). + Manage open end user tickets via SysAid including prompt responses , effective troubleshooting, and alerting Manager of Network Services of any issues that cannot be resolved within a reasonable amount of time. + Respond appropriately to user requests and problems; perform initial problem analysis. + Rapid deployment of fixes to network devices in response to newly identified security threats with the help of the Manager of Network Services, as required. + Install all critical software and hardware upgrades and roll out of desktop PC. This includes proper updates for Antivirus software at all Richmond locations. + Troubleshoot and resolve connectivity problems between end users and the network infrastructure, including but not limited to cabling, hubs, switches, routers, and servers and wireless connections. + Maintain an inventory of all hardware and licensed software to ensure compliance; notify Manager of Network Services of upcoming expiration dates. + Maintain functionality of the WAN which includes: Cisco router(s), Cisco firewall(s), VPN Concentrator and Site-to-Site and Client VPN connections with the help of the Manager of Network Services. + Schedule and administer data back ups of servers and networking systems. Back-up hardware and software functionality, including daily rotation of tapes and troubleshooting error log. + Respond appropriately to user requests and problems; perform initial problem analysis. + Determine source of computer problems; advise staff on appropriate action. + Document resolutions for future reference. + Perform other duties and tasks as assigned. + Providing excellent customer service. Knowledge, Skills & Abilities To perform this job successfully, an individual must be able to satisfactorily perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. + Ability to effectively analyze, synthesize, interpret, communicate and present data from a variety of sources in an appropriate, understandable language to both lay persons and professionals, both verbally and in writing + State findings with confidence, express opinions and recommendations clearly, concisely, effectively to a variety of persons under varying conditions; + Communicates effectively in writing and to prepare written and electronic documents. + Ability to travel to meetings and RCS group homes. + Ability to present oneself in an appropriately personable and professional manner to staff. + Ability to receive and utilize constructive feedback regarding performance, presentation and relationships with others. + Ability to remain calm and supportive in emergencies and/or crises when provided with appropriate supervision and direction. + The ability to work some late afternoon/early evening hours. Qualifications & Minimum Requirements + Associates Degree in Computer Sciences or related Information Technology degree OR related certifications. + 1-2 years of experience in computer systems administration, LAN and client/server systems. Must be able to maintain PC hardware including Windows based OS and products. + Certification in A+, use of MS products, and/or LAN administration practices is preferred. + Valid driver’s license and access to reliable transportation for frequent travel between Agency’s main facility and other locations. + May be required to work extended hours to upgrade software, repair/resolve problems. RCS123