JOB SUMMARY

The Network Support Specialist II participates in the planning and completion of technology projects related to hardware, software, peripherals, user security access, and connections. This position performs diagnostic analysis, resolution and preventative maintenance of technology resources and second level technical support for technical systems. The Network Support Specialist II 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 8:00am-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

Create and implement project plans (i.e. software installation, access control systems, wiring, networking, etc) and executes solutions to meet specifications and timelines. Report milestones at appropriate intervals and recommend applicable adjustments to meet deadlines and budgets. Responsible for Tier 2 technical support for the Helpdesk team. Configure, deploy, and support all technology related equipment and software. Orient, coach, and mentor other Specialists on the team. Provide backup coverage for Specialist staff, as needed. Provide user account security administration for user access management, network access, Hillside information systems, and administrative accounts, which includes but is not limited to creating, changing, and deleting accounts. Function as security administrator for sensitive New York State information systems (OMH, OCFS, etc.). 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 Department manager regarding enhancements to policies, procedures, and protocols and ensure compliance. Participate with other members of the 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 3 years experience in Helpdesk Support required or combination of education and experience.

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 networking technologies including wiring, patching and wireless protocols. Demonstrates advanced skillset 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, reaching overhead, running, and twisting (up to 2.5 hours) Weekly lifting up to 50 lbs. (community-based staff may be required to lift an empty wheelchair weighing up to 50 lbs.), 10-15 lbs. on a daily basis Weekly carrying up to 55 lbs. approximately 10-100 ft., 10-15 lbs. on a daily basis Manual dexterity is required, including the frequent ability to grasp in both hands and continuous use of fine manipulation skills in both hands (approximately 1-2.5 hrs.) Occasional exposure to dust, fumes, gases or chemicals is apparent. Protective clothing or equipment required: Close toed shoes; Protective Shields, Universal Precaution PPE, Gloves for toileting and food preparation Ability to change positions as needed

 

$60,500 Minimum pay rate, $84,500 Maximum pay rate, based on experience.