Working At NYAP

• NYAP's commitment to doing what is best for children, youth and their families is a core value and one that we look for in our newest team members.

• 22 Days Off Each Year! Plus 11 Paid Holidays Per Year!

• Healthcare Benefits for you and your family

• Pet Insurance

• Competitive salaries and benefits including a 401(k), Summer Hours Off ( Half-day Fridays and Work Anniversary Trips !

• Mileage Reimbursement, Phone Allowance, Student Loan Repayment Assistance, CEU’s and ongoing trainings/education

Position Summary

The User Support Technician I is responsible for the support of computer equipment and infrastructure for assigned programs. The User Support Technician is responsible for imaging and configuring end-user hardware, shipping, and receiving equipment, working with the end-user community to provide equipment and application support, resolving day-to-day operational issues, and identifying and resolving recurring issues, and maintaining inventory of hardware for assigned program.

RESPONSIBILITIES

• Perform all work in a manner consistent with the National Youth Advocate Program’s mission, values, and philosophies.

• Responsible for imaging and configuring end-user hardware and shipping, and receiving equipment.

• Provide technical support to local users for hardware and application related issues. Software packages include, but are not limited to, Microsoft Windows, Microsoft Office, Microsoft O365, Adobe Acrobat Reader, Adobe Pro, Chrome, Microsoft Edge, various web based proprietary applications and any other organizational applications.

• Resolve day-to-day operational issues, and identify and resolve recurring issues.

• Provide support for network connectivity issues and communicate with users that work is completed to their satisfaction.

• Maintain accurate inventory of all IT hardware for assigned program.

• Escalate service/s requests as required.

• Enter quality information into tickets and appropriately capture data and follow up on all open tickets.

• Support IT Department on special projects as assigned.

• Develops project plans, timelines, and schedules.

• Have great troubleshooting and problem-solving skills.

• Display ability to follow directions.

• Maintain adequate level of knowledge of operating systems and commercial and customer application software being used to provide support to customers.

• Recommend and implement procedural process changes to ensure effective and efficient IT department and organizational operation.

• Performs network and telecommunication-related projects of all levels.

• Performs other duties as requested.

MINIMUM QUALIFICATIONS

• Minimum of two (2) years computer technical training with an accredited college or university or two (2) years IT support experience in a professional service environment.

• IT certifications demonstrating knowledge of assigned responsibilities desired.

• Demonstrated proficiency in troubleshooting computer hardware and software issues.

• Demonstrated proficiency working with AD, O365, TeamViewer, etc...

• Demonstrated proficiency in imaging, Autopilot, and configuration of end user hardware.

• Strong written and verbal communication skills.

• Must pass background checks as required by assigned program.

• Excellent interpersonal skills and the ability to work effectively with all organizational levels.

• Well organized and possess the ability to multi-task.

• Continuously works on improving own knowledge, skills and attitudes and learning new technologies.

• Experience with virtual applications, servers, storage, and networks.

• Knowledge of system vulnerabilities and security issues.

• Ability to respond to help desk requests after hours as needed.

• Ability to take initiative and manage multiple detailed tasks in a fast-paced and dynamic environment.

• Great analytical thinking.

• Openness to working non-traditional hours as needed.

The User Support Technician I will follow a team concept, support agency goals, and care embrace the philosophy of caring for people, connecting with communities, and promoting peace. The User Support Technician I must be able to effectively work with, and be respectful and sensitive to, persons from diverse cultures, socioeconomic, ethnic, gender, gender identity, sexual identity, disability, religious, and racial backgrounds.

Who we are

National Youth Advocate Program has been serving communities and clients since 1978 and we continue to grow each year. Our growth allows us to expand and develop new and innovative programs to meet the ever-changing needs of those we serve. We offer unique and personalized services for families and individuals in four areas: Prevention/Intervention, Positive Youth Development, Out-of-Home-Placement and Reunification/Permanency.

We know you are compassionate and dedicated to serving your clients and communities and NYAP is dedicated to providing support to those who join our team! We look for individuals that are ready to make a direct impact and are excited to be an instrument in su pporting the needs of our children, youth and families.

An Equal Opportunity Employer, including disability/veterans.