IT Solutions Specialist

The IT Solutions Specialist will provide support and technical advice for users and serve as the liaison between ICAN and the IT Managed Service Contractor along with the Network Engineer and Data Manager. Work with contractors to maintain secure and consistent operations for internal IT business platforms, and provide installation and training services to ICAN staff as needed. Will promote the philosophy and mission of the agency by performing the following duties.

• Responsible for communicating all IT issues and concerns to ICAN leadership. Will also communicate all IT requirements and requests to IT Managed Service Contractor.
• Coordinates ICAN IT projects, ensuring status is communicated to the correct ICAN staff member; engages with IT Managed Service Provider as needed for project updates.
  
• Administrates and integrates agency platforms for business functions including user management, organizational profiles, account security, and user permissions.
  
• Liaison between ICAN and IT contractors including cyber security firm along with IT network Engineer.
  
• Responsible for long-term hardware and software planning with IT Network Engineer (replacement plan, growth, spares, etc.) with assistance from ICAN Leadership and IT Managed Service Provider.
  
• Oversees the management of usernames, accounts, security, and permissions of software and web-based platforms.
  
• Participates in regular ICAN meetings, representing IT along with the IT Network Engineer and Data Manager. Participates in vendor meetings to evaluate potential opportunities and partnerships for software, business systems, and business technology.
  
• Interfaces with ICAN Electronic Health Recordkeeping (EHR) systems, and assists with coordination and planning for EHR integration with ICAN business systems.
• Provides New Employee Orientation, IT 101 and overall IT training to end users. Responsible for initial setups for all new staff on business platforms including any software needed for program positions.
• Identifies end user IT issues and/or challenges and develops training recommendations as related to business function software platforms.
• Provides support assistance for office phones, company mobile phones, office printers and Web Conferencing.
• Review existing vendor agreements to ensure compliance and IT requirements. Assist with the evaluation of existing and new vendors for logistics and quality.
• Serve as the liaison between IT and the ICAN business office for contracts, equipment purchases, expense tracking, and other functions.
• Develops internal ICAN process Documentation / Policies / Procedures relative to IT.
• Establishes processes for recurring tasks (new phones, laptops, hot spots, etc.)
• Establishes Onboarding and Off-Boarding IT process with HR and IT Managed Service Provider.
• Establishes internal ICAN process for requesting IT help and support.
• Involved in social media platform maintenance with the Branding and Marketing Department.
• Development, management, and administration of agency digital applications including relationship lead for any consultants/contractors for application development.
• Additional duties may be assigned, on an as needed basis.
• NYS Drivers Licenese Required

• Bachelor’s Degree in Business Systems, Computer Science, Computer Information Systems, or related Information Technology field is required.
• At least 3 years’ experience with Active Directory, Business Networking, and Business Software Platforms is expected.
• Previous experience with workflow analysis/documentation, end-user training/support and system testing