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About the Role

This role involves guiding individuals with daily technology, acting as a role model for a team of field engineers, and serving as a go-to technology problem-solver. You will track and resolve employee issues using help desk systems, handle equipment setup and repair, and provide remote or on-site support across Long Island. Additionally, you will create user guides, offer basic training, and leverage knowledge of networking, account systems, and hardware to diagnose problems. The position requires organization, multitasking, clear communication, and adherence to security procedures. You will escalate complex issues and participate in an on-call rotation. This role is essential for maintaining connectivity, operational efficiency, and reducing technological stress for the organization.

Responsibilities

Lead and assist with all levels of hardware/software configuration, deployment, troubleshooting, and lifecycle maintenance for desktops, laptops, mobile devices, and peripherals.
Perform timely recognition, isolation, troubleshooting, resolution of all technical issues and follow-up of submitted help desk tickets, including detailed documentation of support provided.
Perform upgrades, routine maintenance and troubleshooting of varying hardware and software at all locations both onsite and remotely.
Provide rapid, high-quality onsite, telephone, email, and remote technical support for enterprise hardware, software, and critical networking equipment including routers, switches, wireless controllers, access points, and telephone systems.
Installation, configuration and repair of desktop and network printers, desktop computers & laptops and peripherals at all locations.
Intermediate administration of asset Inventory, Azure, Adobe, Zoom and other applications.
Recognize and escalate difficult technical issues within the organization or to external vendors.
Work with support and/or product development personnel to troubleshoot and work around product issues.
Formulate clear Knowledge Base (KB) articles, instructional materials, and updated help desk documentation to support continuous user training initiatives.
Responsible for adhering to company established security procedures and assisting with security-related updates and/or patches.
Proactively stay up to date with all the latest technologies.
On-call rotation required.
Performs other job-related duties as required.

Requirements

Associates degree with a minimum of 3 years of post-education IT work experience mandatory.
3 years’ experience that includes multi-site infrastructure architectures, operational support, hands-on implementation and configuration of diverse network devices.
3 years’ experience in end-user support and/or help desk with experience in call tracking/ticket management systems and asset inventories.
Comprehensive knowledge of deployment, monitoring, and security management of corporate mobile devices via centralized MDM platforms.
Intermediate knowledge of security appliances, firewalls, wireless & MPLS, routing protocols and networking including TCP/IP and Wireless.
Intermediate knowledge of Azure applications and account administration.
Basic configuration knowledge of HP, Dell and Aruba products.
Working knowledge of desktop and printing hardware and software.
Well-organized with the ability to multi-task and work with minimal supervision.
Strong verbal and written communication skills.
Must have a current, valid, NYS drivers’ license and travel to various locations throughout Long Island.
Must possess average dexterity to effectively work with standard office equipment.
Must be able to maneuver and position oneself to install, remove and inspect various equipment at different heights.
Must be able to lift, move and transport varying IT equipment, up to 50+ pounds.

Skills

Help desk systems
Networking
Account systems
Hardware troubleshooting
Software troubleshooting
Printer repair
Mobile device management
MDM platforms
Security appliances
Firewalls
Wireless networking
MPLS
Routing protocols
TCP/IP
Azure applications
HP products
Dell products
Aruba products
Desktop hardware
Printing hardware
Desktop software
Printing software

Location

Long Island

Work Type

Full Time
Onsite
Remote

Experience Level

3 years of post-education IT work experience
3 years' experience with multi-site infrastructure architectures
3 years' experience in end-user support and/or help desk

Education Level

Associates degree

Salary/Compensations

$55,000-$60,000/year

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
FSA
EAP
403(b) retirement plan
Tuition reimbursement
Paid time off for school breaks

About the Company

Brightway Living & Learning is a premier non-profit provider of human services on Long Island, including educational, residential, day habilitation, and vocational programs.
Building on a 65-year legacy as the Developmental Disabilities Institute (DDI), Brightway supports over 1,600 children and adults with autism and other developmental disabilities through a full continuum of care.
By employing persistence, adaptability, and the power of behavioral science, Brightway’s dedicated professionals enable individuals to grow, learn, and meet milestones at their own pace.
Discover more about our mission and our "All Ways Forward" approach at brightwayny.org.

Equal Opportunity

Brightway Living & Learning is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees without regard to actual or perceived race, color, sex, pregnancy, reproductive decision making, gender expression or identity, national origin, disability, military status, creed, religion, age, sexual orientation, marital status, genetic information, status as a victim of domestic violence or any other group protected by federal, state or local law.
We are committed to creating a deep sense of belonging and a culture where all applicants and employees feel welcomed, valued and respected.
We are people inspired by purpose.