IT Solution Center Associate

Job Summary:

Under the general supervision of the IT Solution Center Manager, the IT Solution Center Associate is a key member of the Information Technology department, providing a wide variety of end user and technical support to all departments of CCANY and the CCO's. This position is responsible for the initial response to incoming end user support requests from associates at all levels of the organization. The IT Solution Center Associate will be required to offer exceptional service in a fast-paced environment to both remote and on-premises customers, providing a wide range of support.

Supervisory Responsibilities:

• None.

Essential Duties and Responsibilities:

• Provide timely responses to all phone calls, emails, and self-service requests for technical assistance.
• Create tickets, resolve issues striving for first-call resolution, work collaboratively with other IT members to resolve customer requests.
• Provide exceptional customer service to a remote workforce.
• Identify areas driving help desk call volume and work with team members to develop solutions to mitigate issues.
• Develop customer facing guidance on new/existing technology.
• Participate in orientation to introduce new employees to technology used.
• Provide on-call technical support on a rotational basis.
• Perform data-entry tasks as needed.
• Maintains confidentiality.
• Performs other duties, as assigned.
• Must possess a valid Driver's License from New York, or a contiguous state (i.e., Connecticut, New Jersey, Pennsylvania, and Vermont) OR Must have the ability to take ample public transportation to attend meetings in person in the community and in the office as needed.

Required Skills and Abilities:

• Clinical Comprehension.
• Results Driven.
• Decision Making.
• Problem Solving/Analysis.
• Communication Proficiency.
• Organization Skills.
• Teamwork Orientation.
• Time Management.
• Customer/Client Focus.

Education and Experience:

• A High School diploma is required.
• An Associate's degree or Bachelor's degree in related field and/or equivalent experience preferred.
• A minimum of two years of experience is required.
• Excellent verbal, written, listening, questioning, and interpersonal communication skills.
• Strong working knowledge of Laptops,Cell phones (iPhone), multi-function printers, etc. is required.
• Knowledge of Windows OS, MS Office 365 suite, Adobe Acrobat, Outlook, One Drive, Laptops, Voice over IP software (RingCentral) is preferred.
• Must possess the ability to exercise critical thinking and collaborate with team members to ensure appropriate resolutions are met.
• Must possess strong customer service skills.
• Ability to explain technical concepts to a workforce with a diverse set of technical skills/knowledge.
• Must be flexible and adaptable, able to cope with unexpected events.
• Ability to make appropriate decisions in a dynamic and fast-paced environment with/without direct supervision.
• Participate in various projects as assigned.
• Travel (10%) is required.
• Absolute sense of integrity and personal commitment to serving people with I/DD and their families.
• Ability to work autonomously.
• Demonstrate professionalism, respect, and ability to work in a team environment.

Physical Requirements:

Prolonged periods sitting at a desk and working on a computer.