Operations Analyst II

Services For The Underserved; City of Niagara Falls (NY); On-site; USD 90,000 - 95,000; Full time

Job summary

sus.com is seeking an IT Infrastructure Support professional to assist the agency’s technical backbone. The role involves hands-on support for Windows environments, AD maintenance, VPN/troubleshooting, and collaboration across departments.

You will contribute to a fast-paced IT team, mentor colleagues, and ensure reliable service delivery. On-site work schedule is Monday to Friday, 9 AM to 5 PM EST, with occasional after-hours support as needed.

Qualifications

• Technical degree or related certifications preferred
• 1–2+ years’ experience in IT infrastructure support
• Proficiency with MS Office, Windows and network concepts
• On-site work schedule Mon–Fri 9AM–5PM EST

Responsibilities

• Provide technical support to users across the agency, potentially outside standard hours
• Troubleshoot network connectivity issues and assist with VPN problems
• Maintain Active Directory users, passwords, group memberships
• Manage hardware installations and printer configurations
• Mentor staff and document knowledge bases for the team
• Support fleet devices and ensure security and compliance

Skills

Remote support

Customer focus

Communication skills

Team collaboration

Education

Technical degree or Certifications

Tools

Windows 10/Latest

Citrix XenApp

Active Directory

TCP/IP

Juniper Firewalls

Office 365

Job description

Min

USD $90,000.00/Yr.

Max

USD $95,000.00/Yr.

Position Overview

SCOPE OF ROLE:

The Support Services functions at S:US are carried out by a team of professionals with diverse backgrounds who share deeply in the S:US mission. We are a resource that provides support to the individual program departments to assist in the pursuit of our mission. Support Services is a collegial, supportive group with a dynamic culture that continuously seeks to collaborate and improve the lives of our clients. We treat all staff with respect through each interaction. We are motivated to accomplish our individual and collective tasks through the belief that we can help transform the lives of people we serve thereby righting societal imbalances.

The IT Infrastructure Department is looking for a detailed-oriented, organized, creative and technically savvy individual to join our IT Team. The selected candidate will report to the Director of IT Infrastructure Operations and will be responsible for supporting various parts of the Agency’s technical infrastructure, learn other specialized tasks, and serve as back-up to their colleagues on the IT Team.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• MS Office Suite, Windows 10 to latest, Citrix XenApp, Windows Active Directory (AD), TCP-IP, Network & Server Management. Juniper Firewalls, Exchange / Office 365 a plus.
• Expert troubleshooting skills with strong emphasis on remote support and diagnostics
• Desktop/laptop hardware and peripheral installations and configurations including network printers
• Support mobile device management system and end devices
• Provide technical support to users throughout the agency regarding specific hardware/applications issues. This may include off standard hours support and will include visiting company facilities. Must be able to lift 50lbs
• Mentor and train department staff, serve as point of escalation for requests, document new KBs
• Troubleshoot firewall VPN issues and multi-site network connectivity issues
• Responsible for Active Directory maintenance (add users, change passwords etc.)
• Maintain fleet of network copier/scanners/printers.
• Ability to work effectively within a high paced team atmosphere and manage multiple projects

PREFERRED QUALIFICATIONS & SKILLS

• Willingness to Learn –Ability to learn and master new technologies quickly. Effectively teach and support staff in technologies S:US utilizes. Display the tendency to be open to new ideas and experiences and seek feedback to improve learning. Work cooperatively and effectively with others throughout the Agency to achieve common goals. Participate in building a team identity characterized by pride, respect, trust, and commitment. Listen and respond appropriately to other team members’ ideas. Seek different points of view and leverage diverse perspectives in group processes and decision-making. Check own views against the views of others.

• Problem-solving skills –Display decision making and reasoning by considering multiple sides of an issue. Make informed decisions based on available information. Recognize issues, and determine actions needed to advance the decision

• Customer Focus–Listen to customers (internal and external) and address needs and concerns. Keep clients informed by providing status reports and progress updates. Deliver on service commitments. Meet established or agreed upon deadlines. Maintain supportive relationships with clients and their families. Uses initiative to improve outcomes, processes, or measurements.

• Communication skills –Excellentverbal and written communication skills. Ability to translate complex situations/information into simple, meaningful explanations and/or discrete steps, andrespond in a timely fashion to phone calls and email messages for support. Track issues via department tracking system

• Interpersonal Skills –Ability to remain calm in stressful situations. Treat staff who possess lesser technical skills with respect and find the best way to help answer their questions so that they can be successful in their job duties.

• Job Knowledge –Demonstrate a thorough knowledge and understanding of the position. Actively maintain current to enhance job knowledge, skills, and follow standardized practices.

Qualifications

III. REQUIREMENTS:

REQUIRED EDUCATION AND EXPERIENCE

· Technical degree or Certifications preferred in related field

· 1-2+ years’ experience directly related to the duties and responsibilities specified

· Proficiency with MS Excel, Word and Outlook

· Position is on site work M-F 9AM – 5PM EST

Company Overview

S:US IS AN EQUAL OPPORTUNITY EMPLOYER

Join a team of employees who care about the wellbeing of others. We believe in fostering a culture built on our core values: respect, integrity, support, maximizing individualpotentialand continuous quality improvement.From health and wellness resources to generous PTO, professional development, and more, explore all that we offer on ourBenefits Pageand see how S:US invests in you.

We believe in fostering a culture built on our core values: respect, integrity, support, maximizing individualpotentialand continuous quality improvement.

All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, age, sexual orientation, national origin, veteran status, or genetic information and including all other statuses protected by Federal, State and Local laws. S:US is committed to providing access, equalopportunityand reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities, including allowance of the use ofservicesanimals. To request reasonable accommodation or if you believe such a request was improperly handled or denied, contact theLeave [e-mail].

ID

2026-19075

Work Location

In Person