Hybrid IT Support Specialist I (Windows/macOS)

The Mental Health Association of NYC, Inc. dba Vibrant Emotional Health; New York (NY); Hybrid; USD 78,716,000 - 109,740,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

401K

Pre-tax FSA

Job summary

The Mental Health Association of NYC, Inc. dba Vibrant Emotional Health is seeking a Technical Support Specialist I to provide frontline IT support in a fast-paced, hybrid NYC-area environment.

You will resolve tickets, perform device imaging, and assist with onboarding and offboarding while documenting steps for Tier 2 escalation. Ideal candidates have 1+ years in tech support, a related degree or equivalent experience, and familiarity with Windows/macOS, Microsoft 365, and basic networking.

Qualifications

• Strong technical troubleshooting skills across hardware, software, and networking environments.
• Experience supporting on-premise architecture, SaaS, PaaS, and/or IaaS environments.
• Ability to follow documented procedures and technical instructions.
• Willingness and ability to learn new technologies, processes, and support procedures.
• Working knowledge of Microsoft Office desktop applications and Microsoft 365.
• Working knowledge of Microsoft Windows 10, Windows 11, and macOS.
• Working understanding of TCP/IP and networking fundamentals.
• Experience with Genesys Cloud and Salesforce preferred.
• Strong communication and documentation skills.
• Team-oriented mindset with a positive attitude and strong customer service focus.
• Strong problem-solving skills and attention to detail.
• Strong customer service.
• Ability to manage multiple requests and priorities.

Responsibilities

• Respond to and resolve incoming support tickets, walk-ups, and phone requests within established SLAs.
• Troubleshoot Windows/macOS systems, standard business applications, and basic network connectivity issues.
• Perform password resets, MFA troubleshooting, and account unlocks.
• Image, configure, and deploy laptops and desktops for new hires and refresh cycles.
• Support printers, conference rooms, and A/V systems.
• Accurately document troubleshooting steps and resolutions in the ticketing system.
• Escalate unresolved or complex issues to Tier 2 with proper documentation.
• Maintain accurate asset tracking and inventory records.
• Assist with device collection, secure wipe, and redeployment during offboarding.
• Travel for site visits as needed.
• Additional duties as assigned.

Skills

Troubleshooting

Windows/macOS

Microsoft 365

Networking basics

Genesys Cloud

Salesforce

Customer service

Documentation

Multitasking

Education

Associate or Bachelor's degree in CS or related field

Certifications (optional) e.g. CompTIA A+/Network+/Security+, MS 365 Fundamentals

Tools

Ticketing system

MS 365 admin

Job description

The Mental Health Association of NYC, Inc. dba Vibrant Emotional Health is seeking a Technical Support Specialist I to provide frontline IT support in a fast-paced, hybrid NYC-area environment.

You will resolve tickets, perform device imaging, and assist with onboarding and offboarding while documenting steps for Tier 2 escalation. Ideal candidates have 1+ years in tech support, a related degree or equivalent experience, and familiarity with Windows/macOS, Microsoft 365, and basic networking.