IT Helpdesk Specialist

THE INSTITUTES OF APPLIED HUMAN DYN•Village of Tarrytown, NY

5d•$18 - $19•Hybrid

About The Position

Serve as the first point of contact for all IT support requests via phone, email, ticketing system, and walk-up support. Diagnose and resolve hardware, software, printer, mobile device, network, and Microsoft 365 Issues both remotely and on-site. Safely operate a company-provided vehicle while following agency policies to travel to agency offices throughout the Bronx and Westchester to perform physical installations, repair, and hands-on troubleshooting. Prepare, image, configure, test, and deploy Windows laptops, desktop, tablets, and mobile devices. Install and configure software, security tools, printers, and peripherals. Create, modify, disable, and maintain user accounts in Microsoft 365 and Active Directory. Reset passwords and support Multi-Factor Authentication (MFA). Assist users with Outlook, Teams, OneDrive, and other Microsoft 365 applications. Support user onboarding and offboarding processes. Follow established cybersecurity policies and best practices. Assist with endpoint protection, security updates, and vulnerability remediation. Report suspicious emails, phishing attempts, and security incidents to IT Director. Ensure all deployed devices comply with agency security standards. Log, prioritize, track, and thoroughly document all technical issues and resolutions within our ticketing system according to established Service Level Agreements (SLAs). Maintain accurate inventory records for computers, mobile devices, software licenses, printers, and accessories. Track equipment assignments and lifecycle status. Create and maintain technical documentation, knowledge base articles, and user guides. Assist with staff technology training sessions. Educate users on cybersecurity awareness and technology best practices. Assist with agency-wide technology rollouts and upgrades. Support office moves, new site implementations, and infrastructure projects. Participate in after-hours maintenance when required.

Requirements

High School Diploma Required
Minimum 1–2 years of experience in an IT Help Desk, Desktop Support, or technical environment.
Valid Driver’s License: Must possess a valid, clean driver's license with an excellent driving record (MVR background check required).
Basic supporting Microsoft Windows OS environment, Microsoft 365, Active Directory, networking principles (TCP/IP, Wi-Fi configuration), and remote support tools.
Ability to lift up to 50 lbs. frequently, crawl under desks to manage cabling, and comfortable driving in varying weather conditions.
Exceptional customer service skills with the ability to explain complex technical concepts to non-technical users clearly and patiently.
Must be fully vaccinated (COVID-19)

Nice To Haves

Associate’s degree preferred
CompTIA A+
CompTIA Network+
Microsoft 365 Fundamentals (MS-900)

Responsibilities

Serve as the first point of contact for all IT support requests via phone, email, ticketing system, and walk-up support.
Diagnose and resolve hardware, software, printer, mobile device, network, and Microsoft 365 Issues both remotely and on-site.
Safely operate a company-provided vehicle while following agency policies to travel to agency offices throughout the Bronx and Westchester to perform physical installations, repair, and hands-on troubleshooting.
Prepare, image, configure, test, and deploy Windows laptops, desktop, tablets, and mobile devices.
Install and configure software, security tools, printers, and peripherals.
Create, modify, disable, and maintain user accounts in Microsoft 365 and Active Directory.
Reset passwords and support Multi-Factor Authentication (MFA).
Assist users with Outlook, Teams, OneDrive, and other Microsoft 365 applications.
Support user onboarding and offboarding processes.
Follow established cybersecurity policies and best practices.
Assist with endpoint protection, security updates, and vulnerability remediation.
Report suspicious emails, phishing attempts, and security incidents to IT Director.
Ensure all deployed devices comply with agency security standards.
Log, prioritize, track, and thoroughly document all technical issues and resolutions within our ticketing system according to established Service Level Agreements (SLAs).
Maintain accurate inventory records for computers, mobile devices, software licenses, printers, and accessories.
Track equipment assignments and lifecycle status.
Create and maintain technical documentation, knowledge base articles, and user guides.
Assist with staff technology training sessions.
Educate users on cybersecurity awareness and technology best practices.
Assist with agency-wide technology rollouts and upgrades.
Support office moves, new site implementations, and infrastructure projects.
Participate in after-hours maintenance when required.