IT Helpdesk Support

The Child Center of NY; New York (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

The Child Center of NY is seeking an experienced Helpdesk Support professional to join our Technology team. You will provide high-quality end-user support across multiple office locations in a Microsoft-based environment, resolving hardware, software, connectivity, and account issues.

You will administer cloud-based identity with Microsoft Entra, support Microsoft 365, and work closely with senior IT staff to improve efficiency and user experience.

Qualifications

• Associate degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• 4+ years of progressive experience in technical support or help desk operations in a Microsoft Windows environment.
• Experience with help desk or ticket management systems.
• Solid understanding of TCP/IP LAN, Wi‑Fi, and VPN networking concepts and troubleshooting.
• Experience with Microsoft 365, including Exchange Online, Teams, and SharePoint.

Responsibilities

• Respond to help desk tickets, phone calls, and walk-up support requests.
• Troubleshoot hardware, software, peripheral, and connectivity issues.
• Own and manage the help desk ticket queue.
• Coordinate deployment and setup of IT equipment.
• Perform onboarding and offboarding technology tasks.
• Maintain accurate IT asset inventory records.
• Administer cloud-based identity and access management using Microsoft Entra.
• Support Microsoft 365 administration.
• Perform basic network troubleshooting for LAN, Wi‑Fi, and VPN.
• Develop and maintain internal knowledge base articles and SOPs.
• Identify recurring technical issues and recommend improvements.
• Coordinate with third-party vendors and service providers.
• Monitor system alerts and respond to infrastructure notifications.
• Participate in IT projects, system rollouts, and technology upgrades.

Skills

Communication

Interpersonal skills

Documentation

Customer service

Teamwork

Problem solving

Education

Associate degree in IT/CS

Tools

Microsoft Entra

Microsoft 365

Exchange Online

Teams

SharePoint

Intune

SCCM

Azure AD

Job description

Make a Difference Every Day

At The Child Center of NY, we believe every child deserves the opportunity to thrive. Each year we serve thousands of children, youth, and families across New York City through early childhood education, behavioral health, youth development, residential treatment, health services, and family support programs.

Make a Difference Every Day

At The Child Center of NY, we believe every child deserves the opportunity to thrive. Each year we serve thousands of children, youth, and families across New York City through early childhood education, behavioral health, youth development, residential treatment, health services, and family support programs. Whether you're working directly with children or supporting the people who do, your work will help strengthen families and transform communities. Join a mission-driven organization where your work matters.

Position Overview

We are seeking a seasoned and service-oriented Helpdesk Support professional to join our Technology team. In this role, the selected candidate will provide high-quality end-user support across multiple office locations, ensuring the effective resolution of hardware, software, connectivity, and account-related issues in a Microsoft-based environment. This position will also support operational stability through strong documentation, asset oversight, cloud-based user administration via Microsoft Entra, and close coordination with senior technology staff to improve efficiency, reliability, and user experience.

Essential Functions

• Respond to help desk tickets, phone calls, and walk-up support requests
• Troubleshoot hardware, software, peripheral, and connectivity issues
• Own and manage the help desk ticket queue
• Escalate unresolved or advanced technical issues to senior IT staffCoordinate deployment and setup of IT equipment
• Perform onboarding and offboarding technology tasks
• Maintain accurate IT asset inventory records
• Administer cloud-based identity and access management using Microsoft Entra
• Support Microsoft 365 administration
• Perform basic network troubleshooting for LAN, Wi-Fi, and VPN
• Develop and maintain internal knowledge base articles and SOPs
• Identify recurring technical issues and recommend improvements
• Coordinate with third-party vendors and service providers
• Monitor system alerts and respond to infrastructure notifications
• Participate in IT projects, system rollouts, and technology upgrades

Qualifications

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 4+ years of progressive experience in technical support, IT support, or help desk operations in a Microsoft Windows environment.
• Demonstrated experience with help desk or ticket management systems.
• Solid understanding of TCP/IP LAN, Wi-Fi, and VPN networking concepts and troubleshooting.
• Experience supporting Microsoft 365, including Exchange Online, Teams, and SharePoint.
• Working knowledge of Microsoft Entra (Azure AD) for identity and access management.
• Excellent communication skills, both written and verbal.
• Strong interpersonal skills to build relationships and foster a positive work environment.
• Living in New York state is a prerequisite for this position.
• CompTIA A+, Network+, or Microsoft 365 Certified: Fundamentals certification preferred.
• Experience with Microsoft Entra ID (Azure AD) conditional access policies and hybrid identity environments preferred.
• Previous experience in a similar role in a nonprofit environment preferred.
• Familiarity with endpoint management tools such as Microsoft Intune or SCCM preferred.