Help Desk Analyst

MercyFirst; Town of Oyster Bay (NY); Hybrid; USD 40,000 - 47,000; Full time

Benefits offered by this job

Health insurance

403B retirement benefits

Life insurance and long-term disable

Paid time off

Job summary

MercyFirst in Syosset, NY seeks a Help Desk Level I Technician to support staff on site with hybrid work options. Travel to sites in Suffolk/Nassau counties and occasional trips to Queens/Brooklyn are expected.

A bachelor’s degree in IT or related field and NYS driver’s license are required; ITIL/A+/MCE certifications are a plus. Responsibilities include first-level troubleshooting, ticket logging, documenting solutions, and phone support, under the CTO’s direction.

Qualifications

• Bachelor’s degree in IT 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 in a help desk or customer support role; tech-savvy with office automation, databases, and remote control.

Responsibilities

• Help Desk: answer calls/emails and assign tickets to technicians.
• Log tickets and perform first-level troubleshooting.
• Create detailed documentation of solutions.
• Troubleshoot phone issues and own escalated tickets.
• Frequent travel to Suffolk and Nassau County sites; occasional travel to Queens/Brooklyn.

Skills

Customer support

Troubleshooting

PC/LAN setup

Communication skills

Driver's license

Education

Bachelor’s degree in IT/Computer Science

Tools

MS Office 365

Teams

SharePoint

OneDrive

Windows 10/11

VOIP systems

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.