Help Desk Support Technician I
About The Position
The Help Desk Support Technician I is the primary point of contact for incoming technical support inquiries and provides first-level technical assistance to end users. The position helps maintain the organization’s digital infrastructure, including computer systems, Virtual Desktop Infrastructure (VDI), and hardware and software assets. The technician responds to user issues, records support actions, and escalates complex problems to senior IT staff. This role is based in Long Island City, Queens, and requires travel to organizational sites as needed. The position is full-time, regular, non-exempt, and represented by OPEIU Local 153. The schedule is 35 hours per week. The successful candidate will support Fortune Society’s mission and values, demonstrating compassion and understanding for participants and working effectively as part of the team.
Requirements
- High school diploma or equivalent.
- Basic knowledge of computer hardware, Windows/macOS operating systems, and Microsoft Office applications.
- Strong problem-solving, communication, and organizational skills.
- Customer-focused mindset and ability to learn quickly and follow procedures.
- Ability to multitask, with strong organizational and time-management skills.
- Self-direction, problem-solving ability, and ability to work as part of a team.
- Ability to perform the essential duties satisfactorily; reasonable accommodations may be made for individuals with disabilities.
- Ability to lift and transport equipment weighing 50 pounds or more may be required.
Nice To Haves
- Associate’s degree in Information Technology.
- CompTIA A+ certification.
- Familiarity with Virtual Desktop Infrastructure (VDI).
- A sense of humor.
Responsibilities
- Serve as the initial point of contact for technical issues and requests submitted through the ticketing system or other communication channels.
- Triage, prioritize, and manage support requests in a timely and professional manner.
- Diagnose and resolve common hardware, software, operating system, and user login issues, providing remote or hands-on assistance as needed.
- Provide first-level support for VDI connectivity, virtual machine access, navigation, and performance issues.
- Perform routine account administration, including password resets, account lockouts, and initial access provisioning, in accordance with security protocols.
- Document support incidents, troubleshooting steps, resolutions, and follow-up actions in the help desk ticketing system.
- Escalate complex or unresolved issues to senior IT staff, including the Help Desk Support Technician II, Director of Help Desk Support, or Director of IT Infrastructure, with relevant documentation.
- Assist with setup, configuration, and deployment of workstations, laptops, and mobile devices.
- Install and configure software and troubleshoot peripheral devices such as printers, scanners, and monitors.
- Perform other duties as assigned.
- Travel to various organizational sites as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
