IT Support Technician

Harlem Childrens Zone•New York, NY

21h

About The Position

Harlem Children’s Zone (HCZ) — a world-renowned education and poverty-fighting organization based in New York — seeks an enthusiastic, dedicated, and mission aligned IT Support Specialist with our Information Technology Department. The IT Support Specialist will bring a passion for the mission of Harlem Children’s Zone: break the cycle of intergenerational poverty with comprehensive, on-the-ground programming that builds up opportunities for children and families to thrive in school, work, and life. We are seeking a highly motivated and experienced IT Support Specialist to join our team. The ideal candidate will have a passion for technology and possess strong PC and Mac troubleshooting skills. The IT Support Technician will be responsible for creating documentation, tracking inventory, providing technical support to end-users, installing, maintaining, and troubleshooting computer hardware and software, and ensuring the seamless interconnectivity of all desktop computers and systems. Occasional weekend and evening support, event A/V support, and direct IT assistance to faculty, staff, students, and families may be required. For more information, check out Want to Work at Harlem Children’s Zone? Here’s 7 Things You Need to Know .

Requirements

Bachelor’s degree and 1 year of experience or an Associate’s degree with 2 – 3 years of experience.
Proficiency in troubleshooting and supporting PC and Mac systems.
Excellent customer service, communication, and interpersonal skills.
Knowledge of IT concepts, practices, and procedures, including Windows, MacOS, iOS, and Android
Understanding of basic Internet applications and TCP/IP networking.
Ability to think critically and act strategically under pressure.

Nice To Haves

Especially interested in applicants with a passion for technology from a non-technical background such as Psychology, English, Philosophy, or Hospitality.
Comptia A+, Network+ and ITIL Certification highly desired.

Responsibilities

Provide prompt and effective first-level IT support through various channels (phone, tickets, email, in-person); escalate complex issues as needed.
Document, analyze, and address recurring IT issues, developing proactive solutions and knowledge resources.
Perform installation, maintenance, and troubleshooting of computer hardware and software.
Configure and manage Apple and Windows devices, including mobile device management using JAMF (Apple) and Auto-pilot/Intune (Windows).
Support and manage audio-visual systems and telecommunications (VoIP).
Participate in IT projects under the guidance of the Assistant Director of Information Technology Support Services.
Collaborate with different IT teams for issue resolution, ensuring adherence to ITIL principles.
Proactively monitor IT security, respond to support queries, and manage IT inventory and data.
Offer flexible A/V and IT support for events, including early mornings, weekends, and evenings, ensuring high-quality audio-visual setup, testing, and troubleshooting for seamless event experiences.
Occasional need for night and weekend work and on-call response.

Benefits

Highly competitive base salaries
Paid time off
Employee referral bonus
Career advancement
No-cost health insurance
Life Insurance
Short-and long-term disability
Additional voluntary benefits
Wellness discounts
Commuter benefits
Financial wellness perks
Additional Benefits (Discounts on flights, hotels, theme parks, concert tickets, and more.)