IT Help Desk Technician — Tier 1/2 Support (NYC)

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

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.