Sr IT Desktop Support Specialist - Agency Admin

Family Residences and Essential Enterprises, Inc.•Bethpage, NY

3d•$70,000 - $70,000•Onsite

About The Position

The Sr Desktop Support Specialist supports FREE’s day-to-day operations and contributes to the growth of its services. The role maintains organizational computer systems, thin clients, desktops, and peripherals, including installation, diagnosis, repair, maintenance, and upgrades to ensure optimal workstation performance. It also troubleshoots issues in person, by telephone, or through tickets, and provides end-user assistance. The specialist provides desktop and basic network/infrastructure support, assists with application troubleshooting, manages device connectivity and Wi-Fi, and works with internal teams and vendors to resolve issues. The position also maintains IT documentation, supports inventory and asset management, and researches technology solutions to keep systems current. The role is performed in person, with some travel between FREE Network locations.

Requirements

Associate’s degree in computer science, information technology, or another related field.
At least five years of technical experience supporting end users in an office environment.
Excellent knowledge of PCs, desktop hardware, and internal components.
Strong understanding of Windows 10, Windows 11, and Office 365 administration.
Basic networking skills and ability.
Some knowledge of TCP/IP networking and related services, including DNS, SMTP, and DHCP.
Knowledge of Active Directory user and group concepts, management, and administration.
Ability to work flexibly in a team environment, keep others informed, and anticipate needs.
Efficiency, organization, and excellent communication skills.
Time-management skills and ability to establish reasonable, attainable deadlines for resolution.
Ability to prioritize and manage several milestones and projects efficiently.
Ability to learn and support new technology.
Valid driver’s license and ability to satisfy FREE’s criteria to be a driver.
Ability to sit, walk, and stand for prolonged periods of time, at least eight hours.
Ability to communicate effectively verbally and in writing.
Ability to operate standard office equipment, including computers, phones, photocopiers, fax machines, and filing cabinets.
May occasionally need to lift or move up to 50 pounds.

Nice To Haves

Current certifications such as CompTIA A+, Microsoft MD-102: Endpoint Administrator, CompTIA Network+, or other related certifications.

Responsibilities

Perform on-site analysis, diagnosis, and resolution of complex desktop problems, recommending and implementing corrective solutions, including off-site repair for remote users when needed.
Provide technical assistance for Windows operating systems and workstation applications.
Provide basic network and infrastructure support, initially analyze issues, resolve them where possible, and escalate as needed.
Create, test, and deploy images for cloning various hardware platforms using common industry tools and utilities.
Use Active Directory users and groups to create, maintain, and support accounts.
Oversee installation, configuration, and troubleshooting of printers, scanners, computers, and peripherals.
Manage e-waste and safe disposal of technological items.
Work with application support teams to diagnose and remediate application issues.
Identify, deploy, and maintain connectivity options and lead Wi-Fi connectivity support.
Assist the networking and infrastructure team with troubleshooting, support, and remediation of LAN, WLAN, WAN, and network equipment.
Monitor and resolve assigned support tickets, serve as an escalation point between business and IT, and coordinate with vendors.
Maintain and update IT department standard operating procedures and documentation.
Support employees with audio/video conferencing and office equipment, including printers, copiers, scanners, and fax machines.
Perform hardware and software upgrades and research technology solutions to keep systems current and effective.
Participate in IT inventory and asset management.
Establish positive working relationships with coworkers, management, other departments, affiliated agencies, contractors, vendors, and other stakeholders.
Maintain knowledge of the information technology industry to address ongoing needs for enhancements to networks and services.
Complete and process required paper and electronic documentation promptly and in accordance with quality and compliance requirements.
Perform other related duties as assigned.
Communicate respectfully with people supported, supervisors, coworkers, and community members; comply with confidentiality policies.
Meet safety training requirements, follow safety policies, report unsafe conditions, and take measures to prevent accidents and health or safety risks.
Coordinate, support, attend, and participate in required events, meetings, reviews, and committees, including those outside standard working hours.
Meet job requirements, maintain compliance, and adhere to FREE’s ethical standards, applicable laws, and regulations.