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Key/Essential Functions & Responsibilities

• Identifies information technology needs across assigned region and facilitates all site equipment installations and deployments, including, but not limited to installing and configuring computer hardware, software, systems, networks, and printers.
• Maintains computer systems and monitors sites across assigned region(s) for network outages using various tools and escalates concerns and issues to the network team, as required.
• Appropriately triages, prioritizes and escalates and/or documents network or device issues, maintenance and resolutions across assigned region using electronic ticketing system, in accordance with internal policies and procedures.
• Performs routine preventative maintenance on assigned technologies, following established procedures to ensure availability and functionality of systems.
• Participates in IT projects, providing information, documentation and technical assessments and executes activities in accordance with management guidance and project plans; collaborates in testing and deployment of new technology and security.
• Participates in the evaluation of new products and technologies under the direction and guidance of senior colleagues, relevant to their areas of expertise and to enhance technology engineering service value.
• Works closely with IT service desk team to receive, troubleshoot and resolve Level I and II IT issues escalated for field support assistance/handling.
• Responds to service issues and requests in a timely and appropriate manner, in accordance with established service level agreements (SLAs).
• Provides on-site, in-person and/or telephone technical support to staff across assigned region to troubleshoot complex issues, replace or repair equipment, perform installations or provide other IT support; supports other regions remotely or on-site, as requested.
• Regularly travels across assigned region(s) as required to support technical support needs, implementations and other IT-related initiatives, transporting equipment or tools, as needed.
• Sets up network devices (computers, phones, printers, etc.) and user accounts for new and existing employees, providing guidance and assistance in obtaining access, if needed.
• Provides coverage for IT Helpdesk, performing duties of IT Helpdesk Technician on an as needed basis and as part of rotating weekend coverage, as scheduled.
• Performs all other duties, as assigned.

Minimum Qualification Requirements including education, experience, licensure/certification, etc. and essential physical capabilities (e.g., lifting, assisting, standing, etc.)

• High school diploma or GED; and
• Two (2) or more years of experience in an IT technical support or related role providing support to end users and troubleshooting workstation, network connection, equipment and/or application issues, implementing new technologies, software or technical equipment and/or installing computers or related equipment in a large, fast-paced environment; or
• Satisfactory combination of education, experience and/or training, including technical certifications in OS, PC, CICSO and/or Microsoft Office or similar areas.
• Excellent technical knowledge of PC and desktop hardware and internal components, operating systems, and networking principles.
• Ability and willingness to regularly travel throughout assigned region(s) and to lift, carry and transport computer-related equipment weighing up to 30 pounds to/from various YAI locations as needed.
• Ability to work on Saturdays on a regular, rotating schedule (for New York-based assignments) and flexibility to work hours outside of regular work day on occasion, if needed.
• Strong customer-service orientation, written and oral communication skills.
• Proven ability to multi-task, adhere to strict guidance and work independently to prioritize tasks and meet deadlines.
• Ability to adapt in a fast-paced environment while developing and maintaining strong lines of communication with staff.
• Analytical and problem-solving abilities, with keen attention to detail.

• Must have reliable transportation, a valid driver’s license and willingness to travel.

• Work Location: On site & Hybrid 

Preferred Qualification Requirements (desired requirements beyond MQRs above)

• Basic understanding of networking principles and technologies (i.e., DHCP, DNS, Ping, Traceroute. Etc.) and understanding of TCP/IP (OSI Layers 1– 7)
• Working knowledge or experience with Active Directory, O365, MDM, ITSM ticketing system
• Ability to research technical issues, utilizing technical manuals and procedural documentation to implement solutions independently
• Valid NY State Driver's License highly preferred for assignments in areas with limited public transportation

Schedule: Monday to Friday 9am to 5pm

Pay rate: $26.44 per hour

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a Vietnam or disabled veteran. YAI is an Equal Opportunity Employer.