IT Service Desk Specialist

Little Flower Children and Family Services of New York•Wading River, NY

19h

About The Position

Little Flower is seeking a detail-oriented and technically proficient IT Service Desk Specialist to join our team supporting end users at multiple locations. This position serves as the primary point of contact for end-user technical support across the organization. The ideal candidate will combine strong customer service skills with technical troubleshooting abilities to effectively resolve a wide range of IT issues while ensuring minimal disruption to business operations. About Little Flower Little Flower Children and Family Services of New York is a human services nonprofit supporting the well-being of children, youth, families, and individuals across New York City and Long Island since 1929. Our staff of more than 500 builds well-being by providing prevention services, foster care, residential treatment care, adoption services, programs and services for individuals with developmental disabilities, and medical and mental health services.

Requirements

Education: Associate's degree in Information Technology, Computer Science, or related field; relevant technical certifications (CompTIA A+, Microsoft certifications) may substitute
Experience: 1+ years in IT support or help desk role; healthcare IT experience preferred
Technical Skills: Working knowledge of Windows 10/11, Microsoft 365 suite, basic networking, and hardware troubleshooting
Service Skills: Experience with ticketing systems and basic ITIL concepts
Soft Skills: Strong customer service orientation, excellent communication skills, ability to explain technical concepts to non-technical users
Organization: Detail-oriented with ability to prioritize multiple requests in a fast-paced environment

Nice To Haves

Demonstrates patience and empathy when working with users of varying technical abilities
Shows initiative in solving problems and improving service delivery
Possesses a strong desire to learn and grow technical skills
Adapts quickly to new technologies and changing environments
Has experience working in healthcare or social services organizations

Responsibilities

Provide technical support for end-users via phone, email, ticketing system, and in-person
Perform Windows user profile configurations and troubleshooting
Set up new user profiles and troubleshoot profile issues
Configure desktop environments and personalization settings
Manage user preferences and application settings
Manage Microsoft 365 and email support
Set up and troubleshoot Microsoft 365 desktop applications, outlook profiles and configurations
Resolve email delivery, synchronization, and attachment issues
Configure email signatures, rules, and auto-replies
Assist with calendar sharing and meeting scheduling
Manage file access and storage solutions
Set up and modify folder permissions and access controls
Manage file shares and OneDrive synchronization issues
Assist with SharePoint document library access and permissions
Help users with file recovery and version history
Provide comprehensive printer and peripheral support
Install and configure network and local printers
Troubleshoot printing issues (paper jams, connectivity, driver problems)
Replace toner cartridges and perform basic printer maintenance
Set up scanning to email and network folders
Resolve connectivity and remote access issues
Troubleshoot VPN connection problems
Assist with Wi-Fi connectivity, configuration, and troubleshooting
Help with remote desktop and application access
Configure mobile device email and application access
Troubleshoot and resolve issues related to:
Hardware: Workstations, laptops, mobile devices, VOIP phones, printers, and video conferencing equipment
Software: Microsoft 365 suite (Office apps, Email, Teams, SharePoint), Zoom, Adobe, Sage, and other line-of-business applications
Infrastructure: Windows 10/11, file shares, print services, network connectivity
Security: Password resets, account lockouts, Trend Micro endpoint protection
Configure and deploy new hardware and software for staff members
Escalate complex technical issues to the IT Service Desk Lead when appropriate
Create, update, and manage support tickets in the ticketing system
Document troubleshooting steps and resolutions to build the knowledge base
Follow established support procedures and SLAs
Maintain accurate inventory of IT assets including hardware and software licenses
Assist with basic user account management in Active Directory and Azure AD
Provide basic training to end-users on common applications and systems
Create simple documentation and how-to guides for frequently encountered issues
Promote security awareness and adherence to IT policies
Maintain professional and courteous communication with all staff members