IT Help Desk Support Associate

Catholic Charities Community Services•New York, NY

14d

About The Position

The IT Help Desk Support Associate provides first-line technical support to staff members across the organization, ensuring smooth operation of technology systems and equipment. This entry-level position focuses on hardware setup and maintenance, troubleshooting computer and copier issues, and providing software support for Microsoft Office 365 and Adobe applications. The ideal candidate will combine technical aptitude with strong customer service skills to deliver responsive, professional support to our nonprofit team.

Requirements

Associate degree in Information Technology, Computer Science, or related field, OR
High school diploma/GED with relevant certifications and/or 1-2 years of technical support experience
Experience with Windows 10/11 operating systems
Strong working knowledge of Microsoft Office 365 applications
Basic understanding of Adobe Creative Cloud applications
Familiarity with computer hardware components and peripherals
Knowledge of printer and copier troubleshooting
Understanding of basic networking concepts (TCP/IP, DNS, DHCP)
Excellent customer service orientation and interpersonal skills
Strong problem-solving abilities and attention to detail
Ability to explain technical concepts to non-technical users
Effective written and verbal communication skills
Patience and professionalism when working with frustrated users
Ability to work independently and as part of a team
Strong organizational and time management skills
Commitment to maintaining confidentiality and data security
Ability to lift and move computer equipment up to 30 pounds
Ability to work at a computer for extended periods
Ability to bend, kneel, and reach when setting up equipment or troubleshooting hardware
Ability to move throughout office locations to provide on-site support

Nice To Haves

Familiarity with Mac OS is a plus
Experience with ticketing systems preferred
Basic knowledge of Active Directory and user account management

Responsibilities

Respond to help desk tickets and support requests via phone, email, and in-person
Troubleshoot and resolve hardware issues including desktops, laptops, monitors, printers, and peripherals
Diagnose and repair or escalate copier/multifunction printer problems
Provide software support for Microsoft Office 365 suite (Outlook, Word, Excel, PowerPoint, Teams, SharePoint, OneDrive)
Assist users with Adobe Creative Cloud applications (Acrobat)
Set up new workstations including computers, monitors, keyboards, mice, and other peripherals
Install and configure operating systems and standard software applications
Image and deploy computers using organizational standards
Perform routine hardware maintenance and updates
Maintain inventory of IT equipment and supplies
Coordinate equipment returns and recycling for end-of-life devices
Document technical issues and resolutions in the ticketing system
Create and update user guides and knowledge base articles
Follow established IT policies and procedures, including acceptable use policies
Contribute to continuous improvement of IT support processes
Maintain accurate records of hardware assignments and configurations
Provide friendly, professional support to staff at all technical skill levels
Communicate technical information clearly to non-technical users
Prioritize and manage multiple support requests effectively
Follow up with users to ensure issues are fully resolved
Escalate complex issues to senior IT staff as needed

Benefits

Comprehensive benefits package including health insurance, retirement plan, and paid time off
Professional development opportunities and support for technical certifications
Opportunity to grow within the IT department

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