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About the Role

Provide high-quality end-user support across multiple office locations, ensuring the effective resolution of hardware, software, connectivity, and account-related issues in a Microsoft-based environment. Support operational stability through documentation, asset oversight, cloud-based user administration via Microsoft Entra, and coordination with senior technology staff.

Responsibilities

• Respond to help desk tickets, phone calls, and walk-up support requests
• Troubleshoot hardware, software, peripheral, and connectivity issues
• Own and manage the help desk ticket queue
• Escalate unresolved or advanced technical issues to senior IT staff
• Coordinate deployment and setup of IT equipment
• Perform onboarding and offboarding technology tasks
• Maintain accurate IT asset inventory records
• Administer cloud-based identity and access management using Microsoft Entra
• Support Microsoft 365 administration
• Perform basic network troubleshooting for LAN, Wi-Fi, and VPN
• Develop and maintain internal knowledge base articles and SOPs
• Identify recurring technical issues and recommend improvements
• Coordinate with third-party vendors and service providers
• Monitor system alerts and respond to infrastructure notifications
• Participate in IT projects, system rollouts, and technology upgrades

Requirements

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent work experience
• 4+ years of progressive experience in technical support, IT support, or help desk operations in a Microsoft Windows environment
• Demonstrated experience with help desk or ticket management systems
• Solid understanding of TCP/IP LAN, Wi-Fi, and VPN networking concepts and troubleshooting
• Experience supporting Microsoft 365, including Exchange Online, Teams, and SharePoint
• Working knowledge of Microsoft Entra (Azure AD) for identity and access management
• Excellent communication skills, both written and verbal
• Strong interpersonal skills to build relationships and foster a positive work environment
• Living in New York state is a prerequisite for this position

Skills

• Microsoft Windows environment
• Help desk or ticket management systems
• TCP/IP LAN, Wi-Fi, and VPN networking
• Microsoft 365
• Exchange Online
• Teams
• SharePoint
• Microsoft Entra (Azure AD)
• Identity and access management

Location

• New York state

Work Type

• Multiple office locations

Experience Level

• 4+ years of progressive experience

Education Level

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent work experience

About the Company

• At The Child Center of NY, we believe every child deserves the opportunity to thrive.
• Each year we serve thousands of children, youth, and families across New York City through early childhood education, behavioral health, youth development, residential treatment, health services, and family support programs.
• Join a mission-driven organization where your work matters.