Information Technology - Technical Support Specialist

Oswego County Opportunities, Inc. is seeking a hands-on Information Technology - Technical Support Specialist to provide frontline IT support across more than 30 sites, with an onsite presence in Fulton, NY. In this role, you will triage and resolve hardware, software, and workstation issues while coordinating with the managed service provider to maintain secure and reliable technology in a hybrid environment. The position offers an hourly rate of $19 to $24 and requires an Associate’s Degree plus at least one year of relevant experience.

Responsibilities

• Deliver end-user support and run day-to-day Help Desk operations for staff distributed across multiple locations.
• Serve as the primary contact for help desk requests received by phone, email, or ticketing systems.
• Troubleshoot and fix hardware, software, and workstation problems for staff across agency sites.
• Perform remote and on-site diagnostics to identify and resolve technical issues.
• Document service requests, solutions, and troubleshooting steps in the agency’s work order system.
• Contribute to and maintain internal knowledge base materials to improve consistency and efficiency.
• Provide clear, user-friendly guidance on software applications and technology usage.
• Assess incidents and determine when escalation to the IST Coordinator or MSP is necessary.
• Maintain an accurate inventory of IT assets and support asset lifecycle activities across all locations.
• Track deployment, relocation, and decommissioning of equipment and maintain site-specific configurations.
• Assist with phone system records, configurations, vendor information, and equipment documentation.
• Support adherence to technology policies, procedures, and security standards, including HIPAA where applicable.
• Identify and report potential security risks or vulnerabilities and follow data protection protocols.
• Maintain professionalism, confidentiality, and alignment with agency policies in all interactions.
• Configure, deploy, and maintain desktops, laptops, mobile devices, and related peripherals.
• Install, set up, and test workstations and user environments; support printers, copiers, and scanners.
• Provide light maintenance and troubleshooting of telecommunications equipment and mobile technologies.
• Assist with basic network connectivity issues under guidance from the IST Coordinator.
• Travel to agency sites to perform on-site support, installations, and issue resolution.
• Collaborate with the IST Coordinator to coordinate MSP activities and ensure smooth handoffs.
• Escalate complex network, security, or system failures to the MSP when required and document handoffs for external partners.
• Support on-site implementation of MSP-led initiatives, upgrades, and system changes; validate solutions post- MSP involvement.
• Assist with technology projects such as upgrades, site expansions, relocations, and infrastructure changes.
• Assist with physical deployment of equipment during renovations or new site setups and coordinate with vendors, contractors, MSP, and internal staff.
• Participate in testing and validation of new systems, including telecommunications and cloud-based technologies like VoIP.
• Provide feedback to the IST Coordinator on operational needs and opportunities for improvement.

Requirements

• Working knowledge of Windows operating systems, Microsoft 365, and common business software.
• Familiarity with basic networking concepts, telecommunications systems, and endpoint support.
• Ability to troubleshoot issues remotely and onsite with strong critical thinking.
• Strong customer service orientation with the ability to assist users with varying levels of technical skill.
• Proven ability to document processes in multiple formats and communicate technical information clearly.
• Ability to work independently while collaborating with internal teams and external MSP partners.
• Understanding of vendor interactions and capability to coordinate with third-party providers.
• Manual dexterity to work with technical equipment and the ability to lift 25–60 lbs as needed.
• Valid New York State Driver’s License and access to a vehicle for travel to agency sites.
• Flexibility to work outside standard business hours and participate in on-call rotations.
• Associate’s Degree in Information Technology, Computer Science, or related field; and 1–3 years of professional technical support experience; or an acceptable equivalent combination of education, training, and experience.

Technologies

• Windows operating systems
• Microsoft 365
• VoIP