Help Desk Technician-IT514403

Institute for Community Living Inc.; New York, Northern (NY, KY); Hybrid; USD 50,000 - 60,000; Full time

Job summary

The Help Desk Technician at Institute for Community Living Inc. provides Tier 1 and 2 IT support to staff across NYC locations, via phone, in-person, and remote tools. The role requires strong customer service, Windows OS and MS Office proficiency, and the ability to install, troubleshoot hardware and software, and maintain IT records.

Occasional on-call rotation is required, with opportunities to grow technical skills in a busy urban IT environment.

Qualifications

• Experience providing Tier 1 and 2 helpdesk support.
• Familiar with Windows OS and MS Office applications.
• Able to install and troubleshoot hardware and software.
• Strong written and verbal communication skills.
• Ability to work across NYC locations and participate in on-call rotation.

Responsibilities

• Provide Tier 1 and 2 helpdesk support by phone, online and in-person.
• Follow established procedures to resolve IT requests.
• Provision and prepare IT equipment for staff.
• Maintain IT records and asset management.
• Perform standard Active Directory management tasks.
• Assist with IT policies and procedures.
• Participate in on-call after-hours rotation.
• Deliver great customer service with users.
• Maintain a clean, organized work environment.
• Stay current with technology trends and develop skills.
• Work on tasks and projects as assigned.

Skills

Customer service

Windows OS

Hardware installation

Software troubleshooting

Team collaboration

Verbal/written communication

Education

CompTIA A+ or Network+ certification

Prior technical training

Tools

MS Office Suite

Job description

IT Department
125 Broad St
New York, NY 10004, USA

• Pay or shift range: $50,000 USD to $60,000 USD
  The estimated range is the budgeted amount for this position.

Description

JOB SUMMARY:

The Help Desk Technician is part of a team that delivers excellent IT service and support by phone, in-person and through remote support tools to staff throughout ICL's locations in the New York City area.

ESSENTIAL JOB FUNCTIONS:

• Provide tier 1 and 2 helpdesk support by phone, online and in-person through visits to NYC area locations.
• Follow established procedures to resolve common IT support requests.
• Provision and prepare IT equipment for staff.
• Maintain IT records, including asset management.
• Perform standard Active Directory management tasks.
• Assist with the development of and adherence to IT policies and procedures.
• Participate in on-call after-hours rotation schedule.
• Work with users to elicit the objectives behind their request and provide great customer service.
• Maintain a clean and well-organized work environment.
• Stay current with technology trends and continuously develop technical skills.
• Work on tasks and projects as assigned by supervisor.

EXPERIENCE:

• Providing exceptional customer service.
• Using Microsoft Windows and Office.
• Performing basic hardware and software installation and troubleshooting
• Collaborating with a team
• Utilizing strong written and verbal communications

QUALIFICTIONS:

• CompTIA A+, Network + or other technical trade certification.
• Prior technical training, education, or course work

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.