IT Support Technician II

N Y C District Council Carpenters Welfare Fund • New York, NY

6h • Onsite

About The Position

The IT Support Technician I/II provides responsive, high-quality technical support to Benefit Funds employees in a Windows-based environment. The position supports end-user hardware, software, mobile devices, and related technology and works both independently and collaboratively as part of the IT team. The position may be filled at Level I or Level II based on the selected candidate’s experience and qualifications.

Requirements

• Bachelor’s degree in information technology, computer science, or a related field is required.
• At least two years of hands-on experience in helpdesk support, desktop support, or a comparable end-user technology role is required.
• Working knowledge of Windows 11 and Microsoft 365 applications.
• Experience configuring and supporting iPhones and iPads.
• Strong oral and written communication, organizational, technical, and problem-solving skills, including the ability to explain technology clearly to a non-technical workforce.
• Experience supporting printers, peripherals, and VoIP equipment; exposure to routers, switches, firewalls, or surveillance systems is a plus.
• Understanding of cloud-based technologies and a willingness to develop additional knowledge.
• Strong analytical, planning, execution, and customer-service skills.
• Highly organized with the ability to manage multiple priorities in a fast-paced environment.
• Communicate issues and status updates proactively to senior IT staff and stakeholders.
• Task-oriented, dependable, and able to work with appropriate independence.
• Willingness and ability to learn more advanced technology skills from senior IT staff.

Nice To Haves

• CompTIA A+, Network+, Security+, or a comparable certification is a plus.
• exposure to routers, switches, firewalls, or surveillance systems is a plus.

Responsibilities

• Diagnose and resolve end-user hardware and software issues, including login problems, system errors, and workstation or peripheral failures.
• Provide support by email, phone, remote-support tools, and in person, as appropriate. Set up, move, and reconnect equipment for individual employees and departmental relocations.
• Follow all support issues to full resolution, implementing workarounds as needed and ensuring problems do not return once solved.
• Support desktop software used by the organization, including Microsoft 365 applications, benefits-administration and document-management systems, and other business applications.
• Perform routine preventive maintenance and workstation updates to maintain security, compliance, and reliable performance.
• Complete assigned technical tasks accurately and within established service expectations.
• Utilize an incident ticketing system to receive and track support requests, problem fixes, permission changes, and other helpdesk related activity. Maintain detailed ticket notes for inter- and intra-department communication regarding issues and to provide status reports. Document all symptoms, research, steps taken, changes, and fixes for future incidents, audits, persistent problems, self-help documentation, and standard operating procedures.
• Work independently or as a team member on small to mid-sized technical projects of low to moderate complexity.
• Proactively communicate issues and status reports to senior IT staff.
• Successfully complete all relevant general and technical training programs in accordance with departmental goals and objectives.
• Install, configure, diagnose, repair, maintain, and upgrade workstations and related equipment to ensure reliable performance.
• Assist the Systems Administrator and other IT staff with user administration and basic server or network support, as assigned and under appropriate guidance.

Benefits

• 100% employer-paid health benefits
• employer-funded annuity contribution equal to 10% of compensation
• paid time off
• professional-development support, including CEBS and continuing-education programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level