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About the Role

IAHD is committed to positively impacting the lives of people with intellectual and developmental disabilities. This role serves as the first point of contact for IT support, diagnosing and resolving technical issues, deploying hardware, and supporting users across various agency locations.

Responsibilities

• Serve as the first point of contact for all IT support requests via phone, email, ticketing system, and walk-up support.
• Diagnose and resolve hardware, software, printer, mobile device, network, and Microsoft 365 issues both remotely and on-site.
• Safely operate a company-provided vehicle to travel to agency offices for physical installations, repair, and hands-on troubleshooting.
• Prepare, image, configure, test, and deploy Windows laptops, desktops, tablets, and mobile devices.
• Install and configure software, security tools, printers, and peripherals.
• Create, modify, disable, and maintain user accounts in Microsoft 365 and Active Directory.
• Reset passwords and support Multi-Factor Authentication (MFA).
• Assist users with Outlook, Teams, OneDrive, and other Microsoft 365 applications.
• Support user onboarding and offboarding processes.
• Follow established cybersecurity policies and best practices.
• Assist with endpoint protection, security updates, and vulnerability remediation.
• Report suspicious emails, phishing attempts, and security incidents to IT Director.
• Ensure all deployed devices comply with agency security standards.
• Log, prioritize, track, and thoroughly document all technical issues and resolutions within the ticketing system according to established Service Level Agreements (SLAs).
• Maintain accurate inventory records for computers, mobile devices, software licenses, printers, and accessories.
• Track equipment assignments and lifecycle status.
• Create and maintain technical documentation, knowledge base articles, and user guides.
• Assist with staff technology training sessions.
• Educate users on cybersecurity awareness and technology best practices.
• Assist with agency-wide technology rollouts and upgrades.
• Support office moves, new site implementations, and infrastructure projects.
• Participate in after-hours maintenance when required.

Requirements

• High School Diploma Required
• Minimum 1–2 years of experience in an IT Help Desk, Desktop Support, or technical environment.
• Must possess a valid, clean driver's license with an excellent driving record (MVR background check required).
• Ability to lift up to 50 lbs. frequently, crawl under desks to manage cabling, and comfortable driving in varying weather conditions.
• Exceptional customer service skills with the ability to explain complex technical concepts to non-technical users clearly and patiently.

Skills

• Microsoft Windows OS environment
• Microsoft 365
• Active Directory
• Networking principles (TCP/IP, Wi-Fi configuration)
• Remote support tools
• CompTIA A+ (Preferred)
• CompTIA Network+ (Preferred)
• Microsoft 365 Fundamentals (MS-900) (Preferred)

Location

• Bronx
• Westchester - Tarrytown, NY 10591

Work Type

• Full Time
• On-Site Field Support

Experience Level

• Experienced

Education Level

• High School Diploma
• Associate’s degree preferred

Salary/Compensations

• $18.00 - $19.00 Hourly

Benefits

• Competitive Salary
• Full Health Coverage (Medical, Dental, Vision, Rx)
• Agency-paid Life, Short- & Long-Term Disability Insurance
• 403(b) Retirement Plan with Financial Guidance
• Generous PTO: Vacation, Sick, Personal & Holidays
• Aflac Voluntary Benefits + Wellness Incentives
• Pre-tax Commuter Benefits
• PSLF-eligible Employer (Public Service Loan Forgiveness)
• Access to EAP & Exclusive Employee Discount Programs
• Tuition Reimbursement upon completion of two years of employment

About the Company

• At IAHD we are committed to positively impacting the lives of people with intellectual and developmental disabilities and their families.
• Our focus is to understand and respect each person's unique strengths, qualities, and dreams, finding ways to support building fulfilled lives.
• We believe that individuals with intellectual and developmental disabilities are able to live fulfilled lives and are committed to ensuring that people experience inclusion and integration in the communities where they live, learn, work, and have fun.
• Join IAHD’s mission to empower individuals with intellectual and developmental disabilities to lead meaningful and fulfilling lives.
• Apply today and help shape innovative programs that support inclusion, creativity, and community engagement.

Equal Opportunity

• IAHD is proud to be an Equal Opportunity Employer committed to building an inclusive and supportive workplace for all.