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Desktop Support Technician

DEPARTMENT:  Information Technology

POSITION REPORT TO:  Technical Systems Manager

POSITION PURPOSE:

The Desktop Support Technician is responsible for technical desktop support in a Windows based environment. The Desktop Support Technician works to resolve both hardware and software issues and can work well individually or as a team player.

ESSENTIAL JOB FUNCTIONS:

  • Responsible for resolving hardware or software issues through identifying and researching the issues; examples include log in problems, system errors, hardware errors with computer, monitor, keyboard, or mouse
  • Provide desk-side support as needed. Respond to group or individual moves for computer and phone
  • Follow all support issues to full resolution and provide weeknight/weekend support as needed
  • Provide support for all desktop software in use by organization, including Microsoft Office 2010/2013/2016, Adobe suites, anti-virus, and other applications as necessary
  • Complete assigned technical tasks in a timely manner
  • Work individually or as a team member on small to intermediate size technical projects of low to moderate complexity
  • Proactively communicate status reports and issues to Senior IT staff
  • Successfully complete all relevant general and technical training programs in accordance with departmental goals and objectives
  • Responsible for installing, diagnosing, repairing, maintaining, and upgrading hardware and equipment while ensuring optimal workstation performance
  • Assist Systems Administrator with advanced tasks such as user, server, and network management when needed

ADDITIONAL JOB FUNCTIONS:

  • Provide desktop technical support for the Carpenters Training Center

REQUIREMENTS/EDUCATION:

  • Bachelor’s degree in Computer Science or equivalent combination of education, experience and certifications
  • Three (3) years’ experience in a desktop support role
  • Advanced knowledge of Windows 7 and Windows 10
  • Advanced knowledge of virus and malware removal
  • Knowledge of iPhone/iPad configuration
  • Excellent oral and written communication, organizational, technical and analytical skills
  • Must be task oriented as well as self-driven

OTHER SKILLS & ABILITIES:

  • Willingness to learn more advanced technology skills from senior IT staff

PHYSICAL DEMAND:

  • While performing the duties of this job, the employee is regularly required to sit; talk or hear, in person and by telephone; use hands to fingers, handle, feel or operate computers and other standard office equipment; and reach with hands or arms. The employee frequently is required to walk and stand.
  • Must be able to lift and/or move up to 40 pounds.

NYCCBF offers competitive salaries and comprehensive benefits. The Fund Office is an equal opportunity employer and encourages applications from all qualified candidates regardless of gender, race, ethnicity, age, sexual orientation, marital status, religion, disability or genetic information. Interested candidates should submit a cover letter and resume to resume@nyccbf.org.

Technical Systems Manager

DEPARTMENT:  Information Technology

POSITION REPORT TO:  Information Technology Director

POSITION PURPOSE:

The Technical Systems Manager is responsible for managing the provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure, including all network, telecommunication and end user systems, to ensure all systems and related procedures adhere to organizational values and enable staff to meet business needs and requirements of the organization. Working closely with Director of Information Technology and key stakeholders, the Technical Systems Manager is also responsible for the direction, coordination, implementation, control and completion of software and hardware projects, aligned with strategy, commitments, and goals of the organization.

ESSENTIAL JOB FUNCTIONS:

  • Work with the Director of IT in planning, scheduling, and implementing major initiatives. Manage projects by defining scope, goals, deliverables, tasks, and required resources; allocate project resources; create schedule and project timeline; track deliverables and monitor and report on project progress; evaluate and assess results of project
  • Manage and mentor technical staff
  • Maintain system performance by performing system monitoring and analysis, and performance tuning; troubleshooting system hardware, software, networks and operating and system management systems; escalating problems to vendors when applicable
  • Secure systems by developing system access, monitoring, control, and evaluation; establishing and testing disaster recovery policies and procedures; completing back-ups; maintaining documentation
  • Verify the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups
  • Manage infrastructure and system enhancement projects by conferring with staff, vendors and services; developing, testing, evaluating, and installing enhancements and new software. Configure/add new services as necessary
  • Manage the application of server OS patches and upgrades on a regular basis and upgrade administrative tools and utilities
  • Manage upgrade and configuration of system software that supports MIS infrastructure applications or Asset Management applications per project or operational needs
  • Manage maintenance of data center environmental and monitoring equipment
  • Manage data and telecommunications operations for Training Center
  • Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies
  • Create, maintain, and document standard operating procedures and guides for the IT department and organization staff including, though not limited to, installation, configuration, usage procedures, and best practices
  • Manage creation, changes, and deletion of user accounts including permissions and access controls
  • Protect organization’s value by keeping information confidential and secure; only accessible to appropriate personnel using least necessary practices
  • Prepare and educate staff in the use of organization’s software, hardware, and related tools by organizing and/or conducting training programs; providing references and support
  • Provide Tier III/other support per request from various constituencies. Investigate and troubleshoot issues
  • Serve as point of contact for contractors performing data, telecommunication, and power work at the Fund, District Council, and Training Center offices

ADDITIONAL JOB SKILLS:

  • Strategic Planning – Research and recommend innovative, where possible automated, approaches for system administration tasks. Identify approaches that leverage current resources and provide economies of scale
  • Teamwork/Communication – interact with employees, departments, and others cooperatively and professionally; solve and resolve issues constructively; contribute to improvement of employee morale
  • Compliance – exhibit professional and ethical behavior by observing conflicts of interest, confidentiality, compliance, and other policies; set example for employees by encouraging compliance by adhering to policies and regulations
  • Productivity and Accountability – demonstrate the ability to set goals, assign priorities, anticipate problems, delegate tasks, and achieve results; accept responsibility for outcomes and encourage employees to be accountable for their actions
  • Educator/Training – manage and develop staff; ensure staff skills are consistent with job responsibilities; conduct performance reviews and address employee relations issues timely and with sensitivity; responsible for ensuring staff attends required training courses; set appropriate goals for employees to develop their skills and improve their usefulness to the organization

REQUIREMENTS/EDUCATION:

  • Bachelor’s degree in Computer Science or equivalent combination of education, experience and certifications
  • Ten (10) plus years hands on IT experience
  • At least (5) years of IT management experience
  • Excellent oral and written communication, organizational, technical and analytical skills
  • Ability to work on multiple projects simultaneously
  • Excellent time management skills

OTHER SKILLS & ABILITIES:

  • PMP, ITIL or ITSM certifications preferred
  • Programming and scripting skill
  • Strong knowledge of Microsoft SQL, auditing systems, diagnostic, management, and reporting tools
  • Expert knowledge of Windows Server 2012 R2 and above

PHYSICAL DEMAND:

  • While performing the duties of this job, the employee is regularly required to sit; talk or hear, in person and by telephone; use hands to fingers, handle, feel or operate computers and other standard office equipment; and reach with hands or arms. The employee frequently is required to walk and stand.
  • Must be able to lift and/or move up to 40 pounds.

NYCCBF offers competitive salaries and comprehensive benefits. The Fund Office is an equal opportunity employer and encourages applications from all qualified candidates regardless of gender, race, ethnicity, age, sexual orientation, marital status, religion, disability or genetic information. Interested candidates should submit a cover letter and resume to resume@nyccbf.org.