Technical Support Specialist

Childrens Rescue Fund•New York, NY

2h•Onsite

About The Position

As a Technical Support Specialist, specializing in Help Desk Support, this individual will be responsible for providing technical assistance and resolving IT-related issues to ensure the smooth functioning of the organization's IT systems. Provide day-to-day on-site and out of the field service support to internal program staff and Management Team. Assist end-users with hardware and software problems, perform system maintenance tasks, and collaborate with other IT teams to deliver effective solutions. The role requires strong technical expertise, problem-solving skills, and excellent communication abilities. Provide support to staff on all agency supported applications. Troubleshoot, determine source, and advise on appropriate action.

Requirements

Bachelor’s degree in computer science, Information Technology, or a related field
3+ years of experience implementing and maintaining Microsoft 365 solution, Exchange Online, MS Teams, and/or Azure AD preferred
Proven experience as a system coordinator or similar role, preferably supporting projects across multiple sites or locations
Proven experience in providing technical support and troubleshooting IT issues
Strong knowledge of operating systems (Windows, macOS, Linux), hardware components, and software applications
Familiarity with IT security concepts and best practices
Excellent communication and interpersonal skills to interact with end-users and team members effectively
Ability to prioritize and handle multiple tasks simultaneously while maintaining attention to detail
Ability to offer high level desktop support in an enterprise environment
Possess exceptional problem solving and interpersonal skills along with excellent organization skills
The ability to develop processes to improve workflow as well as to pay attention to details; Ability to multi-task effectively and meet deadlines in a fast-paced environment
Ability to work independently with strong sense of focus, task oriented and nonjudgmental; Must have excellent written and oral communication skills

Nice To Haves

Certification in relevant IT disciplines (e.g., CompTIA A+, Microsoft Certified Solutions Associate (MCSA), etc.) is a plus
Experience working in Social Services Sector either Government or Non-profit preferred

Responsibilities

Provide first-level technical support to end-users via phone, email, or in-person and address their IT-related queries and issues promptly
Troubleshoot and resolve hardware and software problems related to desktops, laptops, peripherals, and network connectivity
Collaborate with other IT teams and vendors to escalate complex issues and ensure timely resolution
Provides support of Microsoft 365/Azure AD
Provides system administration for Windows Server OS 2012 through 2019, Microsoft Active Directory 2016 Microsoft Active Directory 2016, or greater
Install, configure, and update software applications, operating systems, and drivers on end-user devices
Maintain and update documentation related to help desk procedures, system configurations, and issue resolutions
Assist in the implementation and maintenance of IT security measures, including antivirus, firewalls, and access controls and report potential threats and issues
Conduct system performance analysis, identify areas for improvement, and implement solutions to optimize system efficiency
Participate in user training sessions to enhance their understanding of IT systems and prevent recurring issues
Monitor IT infrastructure and perform routine maintenance tasks to prevent system downtime
Responsible for assisting end users by trouble shooting and resolving help desk tickets, providing user support, coordinating employee onboarding and offboarding and other projects
Provide onsite and remote support to end users for the Desktop (PC, peripheral, Operating System and Applications
Traveling around NYC to program sites, often with equipment
Monitor the performance of the agency’s desktop infrastructure and make suggestions for improving efficiency
Maintaining an inventory of installed software, managing software licensing, and creating policies and procedures for upgrades
Must be able to lift desktops, laptops, monitors, printers, and other IT related equipment
Attend meetings, training, and conferences regarding changes in MIS technology to stay abreast of the latest developments and remain technically competent at all levels of data processing
Other duties as assigned