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About the Role

Employees in this classification support routine operations and problem resolution of computing and/or communications functions at the Rochester Housing Authority. They troubleshoot and resolve operating system, network, application, and hardware-related connectivity and integration issues, and maintain client access to cloud-based, local, and mobile computing applications. This position reports directly to the IT Director.

Responsibilities

Evaluates, recommends, and actions the resolution of hardware, software, network, and connectivity issues
Evaluates computing, telecommunication, and network performance while recommending improvements
Installs, configures, and deploys a variety of hardware and software systems
Manages and maintains the technology ticketing system
Researches and recommends solutions for a variety of hardware and software
Writes and maintains procedures and work instructions department-wide

Requirements

Knowledge of supporting modern workstations, servers, and operating systems
Knowledge of network devices, their function, TCP/IP protocol, subnetting concepts, and basic troubleshooting
Skill in interfacing with users and co-workers
Skill with imaging devices, deploying them, and managing them remotely
Skill at prioritizing workload assigned by management and Help Desk requests
Ability to handle exposure to private, proprietary, and confidential information in an appropriate manner
Ability to support a mobile-enabled user-base, including mobile computers, tablets, and cellular telephones
Ability to manage user permissions in accordance with the organization’s policy
Ability to think logically and creatively
Ability to possess an entry-level IT industry certification
Ability to read and understand modern technical materials
Ability to write procedures and work instructions while maintaining such documentation as they change
Ability to work both collaboratively and independently, managing time and meeting deadlines while communicating schedule slippage proactively and openly
Ability to manage and maintain an asset tracking system
Knowledge and active compliance with the Rochester Housing Authority and department practices and procedures
Knowledge and active application of industry-accepted and adopted security standards and procedures
Knowledge of the organization’s technical environment, including network operating systems, hardware and software, building sites, and telecommunications systems
High school diploma or equivalent
Two (2) years of paid full-time or its part-time equivalent experience in computer systems support
Possession of a Class D New York State Motor Vehicle Operator's license

Skills

Troubleshooting
Problem resolution
Hardware support
Software support
Network support
Connectivity support
Integration support
Cloud-based application support
Local application support
Mobile computing application support
Operating system support
Network device knowledge
TCP/IP protocol
Subnetting concepts
Basic network troubleshooting
User interfacing
Remote device management
Workload prioritization
Time management
Independent work
Collaborative work
Proactive communication
Asset tracking system management
Security standards and procedures
Technical documentation

Location

Rochester

Work Type

Full-time
Part-time
On-call

Experience Level

Entry-level
Full performance

Education Level

High school diploma or equivalent
Entry-level IT industry certification

About the Company

Rochester Housing Authority