User Liaison jobs in Troy, NY

The Center for Disability Services offers hope, innovation and achievement to the people we support.

For over 80 years, we have been one of upstate New York’s largest providers of programs and services for individuals who have disabilities. Many of the innovative programs and vital services that we offer are not available elsewhere.

We are seeking a dedicated IT Professional to join our dynamic team as our Lead User Support Technician.

The Lead User Support Technician will lead/direct the IT Help Desk daily functions including troubleshooting help desk tickets and training help desk staff. As Team Lead, The Lead User Support Technician will coordinate team activities and participate in department planning. They will also be responsible for coordination of some vendor accounts and billing. 

This position is full-time, Monday-Friday, and is based out of our Cohoes location.

Duties and Responsibilities: 

• Interface with users of technology and support and resolve problems for end users
• Monitor and respond quickly and effectively to requests received through the IT Helpdesk ticketing system, phone calls or walk- ins. Triage, assign, and schedule help desk tickets as necessary and dispatch tickets to vendors as needed
• Assist Helpdesk staff in problem resolution and escalation
• Utilize and maintain Helpdesk tracking software
• Assist with documentation of resolution procedures and scripts for help desk and technicians
• Record issues in ticketing system and coordinate referrals to appropriate technical, professional, or service personnel for services, repairs, and training
• Act as liaison with vendors to facilitate on-going operation of network and telecommunication systems. Tracks issues for timely resolution
• Participate on project workgroups as requested
• All other activities as assigned or directed by the department supervisor or manager

 Requirements:

• Associates degree in the field of IT required (4 years of relevant experience would be considered in lieu of an Associate’s degree), Bachelor’s degree in the field of IT preferred
• Minimum of 2 years of related experience, specifically in user support for hardware/software problems
• Excellent communication and organizational skills and the ability to prioritize and multitask are required
• Valid NYS driver’s license in good standing
• Ability to lift a minimum of 50 pounds
• Must be at least 18 years old to apply for this position

The compensation range for this position is $19.73 to $21.92. Rate of pay is commensurate on experience.

At The Center for Disability Services, we don’t just accept difference – we celebrate it, support it, and thrive on it for the benefit of our employees and the people we support.  We are proud to be an Equal Opportunity Employer and do not discriminate against any protected class of job applicant or employee in our employment practices.