Help Desk Analyst

MercyFirst; Syosset (NY); Hybrid; USD 44,000 - 47,000; Full time

Benefits offered by this job

Health insurance

403B retirement benefits

Employer-paid life insurance and long‑

Job summary

MercyFirst in Syosset, NY, is seeking a Help Desk Technician Level I to support staff onsite and travel to nearby sites. You will respond to help desk calls and emails, perform first‑level troubleshooting, and document solutions under the CTO. The ideal candidate has a bachelor’s degree in IT or related field, experience in Windows 10/11, MS Office 365, and customer service. NYS driver’s license required; ITIL/A+/MCE certifications preferred, with a hybrid full‑time schedule.

Qualifications

• Bachelor’s degree in IT or related field required or preferred.
• Experience in help desk support and customer service.
• Proficiency with Windows 10/11, MS Office 365 (Teams, SharePoint, OneDrive) and related tools.

Responsibilities

• Answer help desk calls and emails; assign tickets to technicians.
• Perform first‑level troubleshooting and document solutions.
• Travel to agency sites within Nassau & Suffolk Counties as needed.

Skills

Help desk support

Customer service

Windows 10/11

MS Office 365

Phone support

Education

Bachelor’s degree in Computer Science or related field

Tools

Windows OS

SharePoint

OneDrive

Teams

VOIP

PC/LAN basics

Job description

LOCATION

Syosset, NY

REPORTS TO

Chief Technology Officer

DEPARTMENT

Information Technology

SCHEDULE

Full Time / Hybrid

AGENCY BACKGROUND

MercyFirst is a not-for-profit human and social service agency that has been serving children and families in need since we were founded by the Sisters of Mercy/Hermanas de las Misericordia in 1894. Today our agency continues to address the emotional and physical needs of children and families in Brooklyn, Queens, Staten Island and across Long Island through innovative treatments and life-changing interventions. We provide community-based prevention and family foster care services, group homes in the community for struggling children and families within the child welfare and juvenile justice systems, and short-term residential services for unaccompanied migrant children. Each year, MercyFirst serves more than 3,000 children, teenagers and families overcome enormous obstacles, re-imagine their futures and develop their full potential.

POSITION SUMMARY

The Help Desk Technician Level I will be stationed in our Syosset location on Long Island and will be responsible for assisting staff with onsite tasks outlined below. The technician will also be required to travel to sites within Suffolk and Nassau County and occasionally to Queens and Brooklyn when assistance is needed.

REQUIRED QUALIFICATIONS

Bachelor’s degree in computer science or related field. ITIL, A+ and MCE certification preferred. Must have and maintain a valid NYS Driver’s License with a satisfactory driving record.

Proven experience as a help desk technician or other customer support role, tech savvy with working knowledge of office automation products, databases, and remote control, good understanding of computer systems, mobile devices, and other tech products, ability to diagnose and resolve basic technical issues, proficiency in English, excellent communication skills, customer-oriented and cool tempered, BSc/BA in IT, Computer Science or relevant field. Proficiency in PC/LAN architecture with an emphasis on PC configuration and troubleshooting; Proficiency in Windows 10 & 11, MS Office 365 including Teams, SharePoint and OneDrive, Outlook 365, Imaging PCs and laptops, building & configuring new PCs and laptops for office and remote access, knowledge of network printer configuration and VOIP phone systems. Cabling experience and knowledge of the NY State Connections system is a plus.

RESPONSIBILITIES

Under the direction of the CTO, the Help Desk Level 1 Analyst is responsible for performing the following tasks: Help Desk: answer help desk calls/help desk emails and assign tickets to appropriate technicians. Logging of all tickets and first-level troubleshooting required. Create detailed documentation of solutions. Phones: troubleshoot any phone issues agency-wide and maintain ownership of tickets that were escalated to phone vendor technicians. Agency support: The position requires frequent travel to agency sites, mainly in Suffolk and Nassau County. A valid NY state driver’s license is required. The Help Desk Level 1 Analyst is also responsible for hardware and software support, ordering equipment, providing PC level 1 support when required and for performing other tasks as assigned by the CTO. In addition, the Help Desk Level 1 Analyst is responsible for assisting the other help desk technicians as needed and escalating tickets when appropriate.

BENEFITS/PERKS

• A comprehensive health insurance package including medical, dental and vision plans for you and your family
• 403B retirement benefits
• Employer-paid life insurance and long-term disability insurance
• Generous paid time off (vacation, personal, sick, 12 paid holidays)
• Free employee assistance program through National EAP
• Insurance discounts for our staff and their families
• Training to support professional and personal development
• Employee wellness program
• Employee recognition activities

Salary Range

$44,000 - $47,000 per year (35 hours/week)

MercyFirst is an inclusive, anti-racist, multicultural organization and an Equal Opportunity Employer who welcomes prospective employees from diverse backgrounds for all levels at the agency. We strive for a workforce that is reflective of the communities we serve, and do not discriminate on the basis of actual or perceived race, color, national origin, alienage or citizenship status, religion or creed, sex, sexual orientation, gender identity and/or expression, disability, age (18 and over), military status, prior record of arrest or conviction, marital status, partnership status, care giver status, pregnancy, genetic information or predisposition or genetic characteristic, unemployment status, status as a victim or witness of domestic violence, sex offenses or stalking, consumer credit history or any other status protected by federal, state, and/or city law. This includes, but is not limited to, employment actions against and treatment of employees and applicants for employment.