Helpdesk IT Engineer

ANIMAL CARE & CONTROL OF NYC • New York, NY

1d • Onsite

About The Position

ACC is one of the nation’s largest open-admission animal shelters, whose mission is to End Animal Homelessness in NYC. We touch the lives of nearly 20,000 animals each year. ACC is more than an animal shelter; we are a resource to the community, always seeking ways to keep the human-animal bond intact. With a 90% placement rate, our progressive, life-saving initiatives contribute to the successful placement of our animals. We strive to find loving homes for homeless and abandoned cats, dogs, guinea pigs and rabbits, both by adopting animals directly to the public and by partnering with more than 200 dedicated animal placement organizations (our New Hope partners). We also help keep NYC communities safe and rescue animals in need, responding to emergencies that involve animals as well as keeping our doors open 24/7 for people and animals in need.

The main responsibility of this position is to assist the Information Technology Team with helpdesk staff. This is primarily a technical position to provide support to the IT Helpdesk Engineers for basic secondary hands-on computer systems maintenance and helpdesk responsibilities.

Requirements

• Associates degree in Computer Science, Information Technology, or a related field required.
• 6 months of previous experience in a related field or possesses a professional certification in IT or a related field required.
• Ability to work flexible hours and days, including nights and weekends in order to provide helpdesk support.
• Positive, friendly, can-do attitude.
• Professional appearance and manner.
• Good interpersonal communication and telephone skills.
• Ability to work and collaborate with a team as well as work on independent projects.
• Demonstrated reliability and ability to multi-task.
• Good computer skills, including the Internet, and Microsoft Office programs.
• Travel required to all ACC locations throughout the five boroughs.
• Ability to work flexible hours and days, including nights and weekends in order to provide helpdesk support.
• Must be able to list a minimum of 50lbs.

Nice To Haves

• Bachelor’s degree preferred.
• Professional IT Certifications in areas of interest to ACC IT department and two years’ experience working for a helpdesk department preferred.

Responsibilities

• Diagnosing and resolving hardware (computers, printers, peripherals) and software problems.
• Logging, tracking, and prioritizing incoming support requests in a ticketing system to ensure timely resolution.
• Handling password resets, account unlocks, and setting up new user accounts or equipment.
• Guiding users through solutions via phone, chat, email, or using remote-control tools.
• Assist end users with tasks requested through helpdesk.
• Contact internal staff who request IT helpdesk support.
• Assist Helpdesk analyst with Installation and Testing End user hardware & software for example PCs, printers and telephones.
• Prepare basic IT instructions for users.
• Print Reports.
• Complete other duties as assigned by supervisor.
• Fear Free certification within 30 days of hire.

Benefits

• Generous paid-time-off (PTO) package that includes vacation time, birthdays off, personal days and sick pay.
• Open access Cigna medical, dental and vision insurance at a low premium to our employees.
• 401K and Pension.
• Life Insurance.
• On-the-job training for 2-4 weeks.
• Periodic all staff trainings to include safety, DEI, cross training, and other growth opportunities.
• Employees may be eligible for loan forgiveness, cancellation, and/or consolidation under the Public Service Loan Forgiveness program (PSLF).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree