Technician, Desktop Support

Girl Scouts of the USA•New York, NY

15h•Hybrid

About The Position

The Technician - Desktop Support reports to the Director, Help Desk & Desktop Technology and will act as a team member supporting GSUSA staff technology needs. They ensure tickets are resolved and incidents are closed in accordance with SLA guidelines, ITIL practices, and GSUSA IT policies and procedures. Duties will include troubleshooting and maintaining technology for the end-user environment for the Girl Scouts of the USA (GSUSA) national headquarters staff and external offices by responding to calls and emails, providing on-site service request support, and delivering operational support of desktop and laptop computers, printers, applications, and mobile devices. This role maintains and ensures the operational stability of desktops and various business applications via deployment of software packages, updates and patches for operating systems, antivirus utilities and productivity software. The Technician - Desktop Support may assist in supporting phones, automatic call distribution queues, extensions and administering voice mailboxes. This role works closely with other technical teams to resolve issues. This is a hybrid role with a minimum of 2 days per week in the New York City office.

Requirements

Excellent verbal and interpersonal skills to assist all levels of customers in resolving issues over the phone, by email, and in-person.
Proven experience troubleshooting and supporting end-user technology, mobile devices, TCP/IP networks and client server environments.
Demonstrated experience working independently with minimal supervision in a collaborative team environment.
Demonstrated experience handling multiple simultaneous projects, working well under pressure, and meeting shifting organizational priorities under tight and conflicting deadlines.
Demonstrated experience using Jira, Remedyforce, Freshdesk or similar enterprise ticket tracking software for request processing, incident handling, and change management processes.
Demonstrated diagnostic, analytical, and troubleshooting skills in Windows and MacOS systems.
Knowledge of Apple products is required.
Proficiency with the Microsoft Office suite, including Microsoft Teams, Zoom, and Microsoft Copilot configuration and end-user support.
Advance knowledge of, and experience with, various computer hardware such as desktops, mobile devices, laptops, printers and conferencing systems.
Experience with MDM such as Intune, JAMF, and Kace.
Bachelor’s degree in information technology (or related field) or equivalent technical experience.
Minimum 3 years of combined IT level 1 and level 2 support experience for on-site and remote end-users in a mid-sized organization.
Minimum 3 years desktop OS/hardware troubleshooting.

Nice To Haves

Technical desktop certifications are a plus – Microsoft Fundamental Certifications (Microsoft 365 and Security), ITIL 4 Foundations, or related.

Responsibilities

Deliver Tier 1 and Tier 2 technical support for end-user hardware and productivity applications, including email, office productivity, and collaboration tools.
Diagnose and resolve incidents and service requests, and participates in testing and implementing upgrades to support service reliability and continuous improvement.
Maintain a strong customer-centric mindset by actively listening to end-user needs and providing high-quality support with timely follow-up on all incidents and service requests.
Uses the ticketing system to document, track, and resolve issues efficiently, ensuring a positive and reliable support experience.
Work in alignment with established operating procedures and IT policies, including appropriate change management practices, while following general ITIL service management principles.
Deliver attentive, client‑focused support for Executive Team incidents and service requests, prioritizing clear communication, responsiveness, and consistent follow‑up to support business effectiveness.
Deliver excellent customer service and follow-up for off-site event support, including preparation, on-site assistance, and travel as required.
Resolve and escalate IT issues under guidelines set by management through the appropriate support chain.
Participate in review meetings with support team(s) to keep abreast of known technical errors, resolutions, ongoing tasks/assignments, and projects that affect IT services and support environments.
Serve as a liaison with external service providers and vendors to ensure timely procurement of inventory parts, support and/or services, when applicable.
Continuously build technical knowledge by researching new technologies and tools, helping ensure the help desk can effectively support evolving user and business needs.

Benefits

Medical and Behavioral Health Coverage Plan options with individual and family coverage which includes wellness, hospitalization, and fertility assistance.
Both plans include GSUSA partial subsidy of premium costs
Dental and vision coverage
Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) including Health, Dependent Care, and Limited FSA for those with Health Savings Accounts
Company-paid life insurance
Flexible work arrangements
12 weeks of paid parental leave
401(K) with company match
Sick leave
Short- and Long-Term Disability for salary continuation
Health and Wellness Classes and Activities throughout the year