IT Support Specialist

Bowery Residents' Committee • New York, NY

68d • Onsite

About The Position

We are looking for a customer service oriented, tech-savvy professional to join
our IT team in a highly user-focused position. This individual will coordinate
with our managed services provider to produce timely resolution of technical
issues related to desktops, laptops, mobile devices, applications, and
peripherals to ensure the highest level of customer satisfaction. This role
requires hands-on problem solving, proactive communication, and the ability to
support both day-to-day tasks and long-term technology projects.

Are you looking to make a positive impact on the lives of those in your
community? At BRC, our staff help New Yorkers experiencing homelessness reclaim
their lives by providing a hand up, offering opportunities for health and
self-sufficiency, and restoring hope and dignity.

Each and every BRC staff member makes heroic contributions to our city,
providing vital services in times of crisis and need. Through our commitment to
employee wellbeing and development, BRC provides a workplace where staff can
achieve their goals, make a difference with our clients, and grow personally and
professionally.

Requirements

• 5+ years of experience in IT support.
• Extensive experience with hardware, software applications, operating systems, and network connectivity.
• Demonstrated ability in helping people and solving problems with strong customer service skills.
• Technical expertise in current standard desktop software (Microsoft Office and Windows.)
• Proficiency with LAN/WAN troubleshooting.
• Reliable, proactive, and able to anticipate customer needs.
• Good verbal and written communication skills.

Nice To Haves

• SharePoint administration skills to manage, configure, and optimize the agency’s SharePoint environment a plus.

Responsibilities

• Deliver positive in-person & remote technical support for both simple and complex technical issues, including (but not limited to) diagnosing & resolving hardware, software, and connectivity issues; occasional travel to other BRC sites throughout NYC necessary
• Maintain IT infrastructure and systems (Microsoft 365, network equipment, and end points.)
• Work with managed services provider to track and manage support cases; ensure timely resolution and communication to staff.
• Configure, test, and deploy desktops, laptops, mobile devices, printers, VOIP phones, and conference room A/V equipment.
• Install & maintain agency-approved applications and software solutions and manage licensing of third-party application software.
• Oversee hardware and software inventory, asset management, license compliance, and procurement and disposal of equipment.
• Monitor IT support performance metrics and generate reports to evaluate managed services provider performance and identify areas for improvement.
• Support on-boarding & off-boarding workflows
• Develop subject matter expertise of all desktop software, custom developed applications, and SAAS products in use.
• Collaborate with CCTV, fire & elevator alarms, and other IT services vendors to solve issues.
• Maintain up-to-date knowledge of industry trends, technologies, and best practices.
• Perform any other related duties as assigned.

Benefits

• Employees are eligible for health insurance and paid sick time benefits immediately upon starting work.
• Competitive health and dental plans, with coverage is available for your spouse, domestic partner, and dependents.
• A minimum of 3 weeks paid vacation, 12 paid holidays, and additional paid sick and personal time.
• A 403(b) pension plan with a matching benefit paid by BRC.
• Tuition assistance and many training opportunities for career development.
• Flexible spending accounts (FSAs) are available so employees can set aside pre-tax dollars for healthcare, transit and childcare.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees