IT Helpdesk Technician

New York Hall of Science•New York, NY

8h•$58,000 - $70,000•Onsite

About The Position

The IT Helpdesk Technician provides first-line technical support to employees and assists in managing a fleet of Apple devices using Addigy Mobile Device Management (MDM) or a comparable platform. This role is responsible for troubleshooting troubleshoot hardware and software issues while maintaining the integrity and security of the organization's data and infrastructure, supporting day-to-day IT needs, and ensuring devices are properly configured, maintained, and updated. While information security is not the primary focus of this position, the Helpdesk Technician serves as an important first line of defense by recognizing and escalating common security risks, reinforcing best practices, and supporting a secure technology environment.

Requirements

Minimum of 2 years of experience in a Helpdesk support role, preferably in an enterprise environment.
Experience with the Addigy MDM platform or similar and other macOS enterprise management tools.
Strong knowledge of macOS, software applications, and hardware.
Strong proficiency in macOS and Windows 10/11 troubleshooting.
Experience administering Google Workspace and Microsoft 365.
Familiarity with MDM solutions (Addigy preferred).
Basic understanding of common cyber threats (phishing, ransomware, social engineering) and best practices for remediation.
Excellent problem-solving skills and the ability to troubleshoot complex technical issues.
Strong customer service skills and the ability to communicate technical information to non-technical users.
Ability to work independently and manage multiple tasks simultaneously.
Excellent organizational and time-management skills.

Nice To Haves

Associate's or Bachelor's degree in Computer Science, Information Technology, or related field preferred.
Apple Certified Support Professional (ACSP), Addigy Certified Associate or Expert, or similar MDM certification is preferred
CompTIA A+, Network+, or Security+ certifications.
Experience working in a non-profit or museum environment.

Responsibilities

Respond to and resolve technical issues related to Apple devices, including hardware and software problems, networking issues, and printer connectivity.
Utilize Addigy (MDM) for Apple device enrollment, software deployment, and security patching. Assist with Windows management via Intune or similar tools.
Provide technical help and support for various software applications, including Microsoft Office, Adobe Creative Cloud, Google Workplace, Zoom, Slack, Monday, OneTalk, and other enterprise applications.
Collaborate with other IT team members to identify and troubleshoot complex technical issues and escalate to higher-level support teams when necessary.
Document technical issues, solutions, and procedures in our internal knowledge base, ensuring accurate and current information.
Communicate technical information to non-technical users clearly and concisely, both verbally and in writing.
Perform setup, configuration, and deployment of new workstations and peripherals. Maintain an accurate inventory of IT assets.
Other related duties, as assigned.
Apple and Windows Device Support: Provide technical support and troubleshoot hardware/software issues for Mac and Windows users; perform system upgrades and maintenance.
MDM Administration: Manage and configure mobile devices; ensure security compliance and data protection.
Google Workspace Administration: Manage user accounts, groups, and permissions; troubleshoot Google Workspace issues
Meraki Network Support: Monitor and maintain network devices; troubleshoot connectivity issues; configure security policies
Microsoft Office Support: Provide support and troubleshoot issues with Microsoft Office applications.
Raiser's Edge Support: Maintain the database; provide user support and training
Slack and Monday Support: Administer and support platforms; assist users with troubleshooting and best practices
Creative Cloud Support: Support Adobe Creative Cloud applications; troubleshoot and assist with updates
Network Issues: Diagnose and resolve network problems; collaborate with the network team for advanced troubleshooting
Phone Systems Support: Provide support and troubleshoot office phone systems
POS Systems Support: Maintain and support POS systems; troubleshoot hardware/software issues.
Research, Documentation, and Other Work: Conduct research; create and maintain IT documentation; perform additional IT duties