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About the Role

The Help Desk Support Technician I serves as the primary point of contact for all incoming technical support inquiries, providing essential first-level technical assistance to end users. This role is crucial for ensuring the smooth operation of the organization’s digital infrastructure, including computer systems, Virtual Desktop Infrastructure (VDI), and a wide range of hardware and software assets.

Responsibilities

• Act as the initial point of contact for all technical issues and requests submitted via the ticketing system, or other communication channels.
• Triage, prioritize, and manage a high volume of support requests in a timely and professional manner.
• Diagnose and resolve a wide array of common technical issues, including hardware failures, software application errors, operating system malfunctions, and user login issues.
• Provide remote and, when necessary, hands-on support.
• Provide dedicated first-level support for the organization’s Virtual Desktop Infrastructure (VDI), addressing user-specific issues such as connectivity problems, virtual machine access failures, and basic navigation and performance concerns.
• Execute routine account administration tasks, including password resets, account lockouts, and initial user access provisioning for various applications and network resources, following established security protocols.
• Meticulously document all technical support incidents, including a detailed description of the issue, the troubleshooting steps taken, the final resolution, and any necessary follow-up actions.
• Identify and escalate complex or unresolved issues to the appropriate senior team members.
• Ensure all relevant documentation is provided during the escalation process.
• Assist with the setup, configuration, and deployment of new workstations, laptops, and mobile devices.
• Install and configure essential software applications.
• Troubleshoot any peripheral devices (e.g., printers, scanners, monitors) to ensure they are fully operational for end users.
• Performs other duties as assigned.

Requirements

• High school diploma or equivalent.
• Basic knowledge of computer hardware, Windows/macOS operating systems, and Microsoft Office applications.
• Strong problem-solving, communication, and organizational skills.
• Customer-focused mindset with the ability to learn quickly and follow procedures.
• Ability to multi-task with strong organizational and time management skills.
• Good self-direction and ability to problem solve and work as a team.
• A sense of humor.
• Required to travel to various organizational sites as needed.
• May require lifting and transporting equipment weighing 50+ pounds.

Skills

• Virtual Desktop Infrastructure (VDI) support
• User account and access management
• Documentation
• Escalation
• Asset deployment and configuration
• Troubleshooting

Location

• Long Island City, NY

Work Type

• Full-Time

Experience Level

• Entry Level

Education Level

• Associate's degree in Information Technology preferred
• CompTIA A+ certification preferred

Salary/Compensations

• $24.73 - $27.48 Hourly
• $45,000 to $50,000 annually

About the Company

• The Fortune Society, Inc. (Fortune) has been working for over 57 years in service to our mission: to support successful reentry from incarceration and promote alternatives to incarceration, thus strengthening the fabric of our communities.
• The organization has evolved into one of the nation’s preeminent reentry and justice-informed service organizations, providing formerly incarcerated people with the skills and wrap-around services needed to break the cycle of crime and incarceration and to build productive lives in their communities.
• Fortune has grown steadily over the years to an agency with close to $90 million in annual budget with just under 600 staff.
• Fortune has a dual mission: both advocacy and service.
• The advocacy portion of our mission focuses on building a more just criminal legal system and reducing the barriers to reentry into society.
• The service side of Fortune has evolved to encompass a broad range of programs that started with employment and education and now includes a robust array of services, among them: alternatives to incarceration, supervised release, court advocacy, discharge planning within correctional facilities, licensed substance use and mental health treatment, a housing continuum ranging from emergency and transitional through permanent congregate and scattered site housing, assistance in obtaining benefits, a care management unit, HIV services, a food and nutrition program, and an arts program.
• Each service we provide is informed by the needs of the population we serve.
• Fortune currently serves approximately 14,000 people a year.
• Our program models are recognized, both nationally and internationally, for their quality and innovation.
• We have locations in Brooklyn, The Bronx, Manhattan and Queens.

Equal Opportunity

• The Fortune Society is an Equal Opportunity Employer.
• All qualified applicants will be afforded equal employment opportunities without discrimination because of conviction history, race, religion/creed, color, national origin, sex, age, disability, sexual orientation, gender identity, military status, predisposing genetic characteristics, victim of domestic violence status or marital status.