Senior IT Support Admin - Education

Abilities First, Inc.; Town of Windsor (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Abilities First, Inc. is seeking a Senior IT Support Administrator to provide frontline IT support at school locations and assist in IT project execution. This role requires travel to Dutchess and Orange Counties and a focus on diagnosing hardware, software, and network issues.

You will create documentation, train staff, and help adopt mobile device management across locations while coordinating with the IT team to meet performance goals.

Qualifications

• Bachelor's degree in IT/CS/IS required or equivalent.
• 5+ years IT experience deploying and supporting computers, printers and mobile devices.
• Working knowledge of Windows, M365, networking fundamentals.
• Ability to diagnose and resolve hardware, software, and connectivity issues.
• Ability to communicate technical information to non-technical users.
• Strong organizational and documentation skills; deploy IT projects.
• Experience in education or human services preferred.
• Valid NYS driver's license required.

Responsibilities

• Provide first-line IT support at Abilities First school locations.
• Prioritize support needs, troubleshoot, and escalate when needed.
• Create and maintain documentation using IT systems and tools.
• Communicate with staff and end users using appropriate channels.
• Identify opportunities for IT improvement and assist planning.
• Maintain accountability for IT equipment, software, and services at locations.
• Support mobile device management implementation across locations.
• Travel to various Abilities First locations is required.
• Assist with technology training during orientation and programs.

Skills

IT support experience

End-user training

Documentation

Communication with non-technical users

Prioritization and troubleshooting

Problem solving

Team collaboration

Driver's license

Education

Bachelor's degree in IT/CS/IS

Tools

Windows

Microsoft 365

Endpoint management

Job description

Description

Abilities First, Inc. has been making a difference in the lives of people with developmental disabilities for sixty years. We offer a wide variety of services, including school and preschool programs, day habilitation, residential habilitation, community habilitation, and employment services.

Abilities First recognizes the value of diverse experiences, identities, and backgrounds to and does not discriminate in hiring. We are inclusive, welcoming and supportive of people of varying abilities, races, ethnicities, religions, socio-economic status, gender and gender identities. Abilities First is proud to be an equal opportunity employer.

Schedule: Monday through Friday, 8:00 am - 4:30 pm with ability to travel to locations in both Dutchess and Orange Counties.

Position Summary:

The Senior IT Support Administrator provides first-line IT support to students, educators, therapists, and administrative staff at Abilities First school locations. This role supports the planning and execution of IT projects at these locations, identifies technology-related issues, and communicates relevant information to support long‑term IT planning.

The Senior IT Support Administrator also provides secondary IT maintenance support at non‑school locations as needed and assists with technology‑related training during employee orientation and within programs where an identified need exists.

In addition, the role supports the IT team in maintaining technology asset accountability and works with other areas of the agency to promote technology adoption for the people we support. Travel to various Abilities First locations is required.

Position Standards

• Provide effective first-line hardware, software, and network support for school locations.
• Effectively prioritize competing support needs, exercise sound judgment in troubleshooting and problem resolution, and escalat**e** issues when appropriate.
• Create and maintain accurate documentation using designated IT systems and tools.
• Communicate effectively with IT team members, administrators, staff, and end users through appropriate communication systems and platforms.
• Identify opportunities for IT innovation and network improvements at school locations and assist in their planning and implementation.
• Maintain accountability for IT equipment, software, and services at school locations.
• Support the adoption and effective use of mobile device management (MDM) technologies across school locations.
• Assess technology needs and make appropriate recommendations to facilitate services and provide effective tools for staff and the people we support.
• Demonstrate proficiency in the responsibilities and technical competencies required of the position and meet established performance expectations.
• Maintain all required training and certifications and seek additional training, guidance, or support as needed.
• Adhere to the agency Code of Legal and Ethical Behavior and perform responsibilities with honesty, integrity, fairness, good faith, and respect for others and the law.
• Follow all agency policies and procedures and demonstrate continuous regard for personal safety and the safety of others.

Requirements

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities and functions of the job and are not meant to be all inclusive. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential responsibilities and functions of the job.

Unless reasonable accommodations can be made, in order to perform the essential functions of this job, an individual shall be required to have the ability to lift up to 50 lbs., bend at the waist and knees, squat, and pivot; have the ability to work regularly and continuously on a computer throughout the workday; stand, walk, or sit for extended periods of time.

Minimum Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field required; an equivalent combination of education, training, and relevant experience may be considered.
• Five (5) or more years of information technology (IT) experience, including experience deploying, configuring, troubleshooting, and maintaining computers, printers, mobile devices, and basic network components in an enterprise environment.
• Working knowledge of Microsoft Windows, Microsoft 365 applications and services, networking fundamentals, and enterprise endpoint management technologies.
• Demonstrated ability to diagnose and resolve hardware, software, connectivity, and end‑user technology issues.
• Ability to effectively communicate technical information to non‑technical users and provide technology instruction and training to individuals with varying levels of technical proficiency.
• Strong organizational and documentation skills, with the ability to independently prioritize support needs, maintain accurate technology asset information, and assist with the coordination and execution of IT projects.
• Experience supporting technology in an educational, human services, or similar service‑oriented environment preferred.
• Must possess a current NYS driver’s license deemed acceptable by the agency’s insurance carrier.