Location:    Northeastern Regional Information Center - Schenectady City School District

Basic Function:   The Help Desk Technician is the primary contact with employees regarding repair, troubleshooting. Incumbent provides prescribed technical assistance to users via the telephone for problems that are routine in nature. Enters calls into department support call tracking database/system. Troubleshoots technical support requests to determine if problem is caused by hardware/ software, or peripheral equipment.  Incumbent answers multiple line telephone in the performance of the duties. Incumbent may perform duties out of the office at user specific locations. Supervision is not a responsibility of this class. Work is performed under the general direction of Network & Systems Technicians. Does related work as required.

Responsibilities:

1. Receives requests via telephone, e-mail, facsimile, mail, and in person for the support services provided by Division of Information Services.
2. Reviews and resolves computer software and hardware problems of users.
3. Logs requests for technical support into a computer, forwards requests as necessary.
4. Troubleshoots routine and standard personal computer problems, and provides prescribed technical assistance if applicable.
5. Answer telephones and direct calls as necessary.
6. Installs personal computers and peripheral equipment as necessary.
7. Installs/re-installs personal computer operation systems as necessary.
8. Setup personal computer operating systems, third party software, and data/Internet/Intranet access for user-specific needs.
9. Provides assistance to Resource Center users regarding the use of peripheral personal computer equipment and software.
10. Maintains computerized files regarding the use of the divisions’ services by other departments and sends billing statements to those departments.
11. Meets with departments to provide technical assistance regarding departmental specific software, and acts as a liaison between the department and the vendor/manufacturer of the third party software in cases of vendor required support and defective software/hardware.
12. Maintain support documentation, files and records, as necessary.
13. Working knowledge of personal computers and the peripheral equipment.
14. Working knowledge of modern office equipment and terminology.
15. Working knowledge of modern information services terminology.
16. Working knowledge of business English.
17. Skill in the use of a personal computer keyboard.
18. Ability to communicate technical information both verbally and in writing.
19. Ability to use a personal computer.
20. Ability to convey prescribed technical procedures via the telephone.
21. Ability to follow oral and written instructions.
22. Ability to establish and maintain effective working relationships.
23. Physical condition commensurate with the demands of the position.

Location:    Northeastern Regional Information Center - 900 Watervliet-Shaker Road

Basic Function:   The Information Security Technician is the primary contact for employees regarding possible security risks to their systems. Incumbent provides prescribed technical assistance to users via the telephone for problems that relate to information security and systems architecture of the Capital Region BOCES/Northeastern Regional Information Center (NERIC) Data & Network Operations Center. The work involves responsibility for documenting the reported issue and escalating the issue to the Information Security Analyst and assisting with the appropriate remediation measures within the information security and systems architecture, including end user networks and devices. The incumbent will assist in ensuring that information security access management; processes and industry standards are followed and maintained. Unlike the Information Security Analyst, employees in this classification are not tasked with assisting administration with internal investigations, though may provide detailed documentation to be used in such investigations. Work is performed under the general supervision of a BOCES Supervisor. Does related work as required.

Responsibilities:

1. Monitors results of daily internal system log analysis and alerts appropriate staff of any concerns.
2. Assists in the daily review of security appliances and system logs.
3. Monitors system vulnerability and escalates issues needing analysis, as required.
4. Assists with security scanning or testing.
5. Reviews forensic and audit reviews to assist with compliance established standards.
6. Assists with activities for providing back-up, recovery and business continuity.
7. Assists with the configuration and certification acceptance of data signatures.
8. Assists with system performance and data related tuning.
9. Receives notifications via telephone, e-mail, facsimile, mail, and in person regarding possible security systems issues.
10. Prepares reports as needed.
11. Working knowledge of networking and operating systems.
12. Working knowledge of current literature, sources of information and technological developments in the field of information security and systems architecture.
13. Working knowledge of security events incident management (SEIM) platforms.
14. Working knowledge of security login platforms.
15. Ability to understand systems requirements of a variety of applications.
16. Ability to prepare written and oral reports.
17. Ability to accurately convey both written and verbal directions.
18. Ability to form and maintain effective working relationships.
19. Ability to work well with customers and service agencies.
20. Physical condition commensurate with the demands of the position.

LOCATION:    Northeastern Regional Information Center – 900 Watervliet-Shaker Road

BASIC FUNCTION:    

Incumbent in this class designs, installs and maintains personal computers, local and wide area networks and the associated peripheral equipment. Incumbent has the responsibility for the identification and correction of network and system problems.  Incumbent performs duties during normal business hours or during the night and weekends as required.  Work is performed under the general supervision of a Senior Network and Systems Technician (BOCES) or other professional.  Does related work as required

RESPONSIBILITIES:    

1.    Installs and maintains personal computers and networks, including all peripheral equipment;
2.    Installs wiring and fiber optic cables.
3.    Installs and configures file servers, print servers, communications servers, network switches, personal computers and printers (network and desktop).
4.    Diagnoses computer and network problems on-site or by means of help desk staff with user telephone consultations.
5.    Works with vendors to configure and troubleshoot routers, circuit problems, and various third- party software applications.
6.    Upgrades computers and peripheral equipment.
7.    Tests wiring.
8.    Maintenance of various non-personal computer user interfaces (KRONOS Time and Attendance keypads, etc.).
9.    Assists in the testing of new operating systems and software titles for interoperability and functionality with existing systems and software.
10.    Attends seminars and technical education classes to keep abreast of current trends in information technology.
11.    Working knowledge of modern personal computers and local and wide area networks. 
12.    Working knowledge of installation procedures relating to personal computers, local and wide area networks, peripheral equipment and software. 
13.    Ability to install office computer systems and networks. 
14.    Ability to evaluate equipment configuration requirements. 
15.    Ability to diagnose computer system and network problems and assist in their resolution. 
16.    Ability to direct users in system and network use. 
17.    Ability to understand written material. 
18.    Ability to follow oral and written directions. 
19.    Physical condition commensurate with the demands of the position.

LOCATION:    Northeastern Regional Information Center – Schenectady Central School District

BASIC FUNCTION:    

Incumbent in this class designs, installs and maintains personal computers, local and wide area networks and the associated peripheral equipment. Incumbent has the responsibility for the identification and correction of network and system problems.  Incumbent performs duties during normal business hours or during the night and weekends as required.  Work is performed under the general supervision of a Senior Network and Systems Technician (BOCES) or other professional.  Does related work as required

RESPONSIBILITIES:    

1.    Installs and maintains personal computers and networks, including all peripheral equipment;
2.    Installs wiring and fiber optic cables.
3.    Installs and configures file servers, print servers, communications servers, network switches, personal computers and printers (network and desktop).
4.    Diagnoses computer and network problems on-site or by means of help desk staff with user telephone consultations.
5.    Works with vendors to configure and troubleshoot routers, circuit problems, and various third- party software applications.
6.    Upgrades computers and peripheral equipment.
7.    Tests wiring.
8.    Maintenance of various non-personal computer user interfaces (KRONOS Time and Attendance keypads, etc.).
9.    Assists in the testing of new operating systems and software titles for interoperability and functionality with existing systems and software.
10.    Attends seminars and technical education classes to keep abreast of current trends in information technology.
11.    Working knowledge of modern personal computers and local and wide area networks. 
12.    Working knowledge of installation procedures relating to personal computers, local and wide area networks, peripheral equipment and software. 
13.    Ability to install office computer systems and networks. 
14.    Ability to evaluate equipment configuration requirements. 
15.    Ability to diagnose computer system and network problems and assist in their resolution. 
16.    Ability to direct users in system and network use. 
17.    Ability to understand written material. 
18.    Ability to follow oral and written directions. 
19.    Physical condition commensurate with the demands of the position.