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About the Role

This role is about being a helpful guide and hands-on expert for people navigating their daily technology, acting as the go-to technology problem-solver and enabler to keep employees productive. You will use help desk systems to track and resolve issues, set up equipment, troubleshoot hardware and software, and provide basic training. You will also maintain system security, stay updated on new technology, and escalate complex challenges when necessary. This position requires organization, multitasking, clear communication, and participation in an on-call rotation.

Responsibilities

Lead or assist with all levels of hardware/software configuration, installation, troubleshooting and maintenance of all devices including desktops, laptops, mobile devices, printers, Microsoft and other applications.
Provide onsite, telephone and e-mail based support of hardware/software installation and configuration, troubleshooting and maintenance of networking equipment including routers, switches, wireless controllers, access points and telephony systems.
Efficiently diagnose, troubleshoot and resolve technical issues.
Active Directory and E-mail administration.
Perform basic user training as needed.
Perform upgrades, routine maintenance and troubleshooting of varying hardware and software.
Perform upgrades, routine maintenance and troubleshooting of end user hardware (desktops, laptops, printers, etc.) at all locations.
Perform installations and moves of PCs, printers and peripherals at all locations.
Adhere to company established security procedures.
Proactively stay up to date with all the latest technologies.
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.
Be well-organized with the ability to multi-task and work with minimal supervision.
Communicate effectively verbally and in writing.
Create technical documentation, Knowledge Base Articles / Technical Notes.
Travel to various locations throughout Long Island with equipment.
Participate in on-call rotation.
Perform other job-related duties as required.

Requirements

HS Diploma or Equivalent required.
Minimum of 2 years experience in end-user support and/or help desk mandatory.
Experience with call tracking / ticket management system and asset inventories.
Ability to image, install, configure, and troubleshoot desktop hardware and peripherals.
Install, configure, and troubleshoot Windows 10, Mac and desktop applications.
Re-install desktops and laptops as needed.
Install, configure, and repair desktop and network printers.
Configure and implement diverse network devices.
Provide intermediate network troubleshooting.
Experience with Mobile Devices and Mobile Device Management.
Basic knowledge of HP/Aruba products, security appliances, Firewalls, Wireless and MPLS.
Basic knowledge of routing protocols.
Basic knowledge of administration of Active Directory.
Basic knowledge of account and mailbox administration for Microsoft Exchange.
Basic Configuration and Administration of HP, Dell and Aruba products.
Basic knowledge of networking including TCP/IP and Wireless.
Working knowledge of desktop and printing hardware and software.
Ability to create technical documentation, Knowledge Base Articles / Technical Notes.
Develop user training and instructional materials as needed.
Excellent troubleshooting, planning and migration skills.
Ability to work both independently and in a team environment.
Ability to prioritize, organize and successfully work on several projects simultaneously with minimal supervision.
Self-motivated, proactive, and resourceful.
Positive, professional attitude.
React quickly and adapt to changes in priorities, circumstances and direction.
Apply high level of attention to detail and accuracy.
Establish and maintain effective working relationships based on mutual trust, respect, and cooperation with manager(s), co-workers, employees we serve and vendors.
Must have a current valid NYS driver's license.

Skills

Hardware/software configuration
Installation
Troubleshooting
Maintenance
Networking equipment
Routers
Switches
Wireless controllers
Access points
Telephony systems
Active Directory
E-mail administration
User training
System security
Networking basics
Account systems
Hardware brands
Help desk systems
Mobile Devices
Mobile Device Management
HP/Aruba products
Security appliances
Firewalls
Wireless
MPLS
Routing protocols
Microsoft Exchange
TCP/IP
Technical documentation
Knowledge Base Articles
Technical Notes

Location

Long Island

Work Type

Onsite
Full-time

Experience Level

2 years experience in end-user support and/or help desk

Education Level

HS Diploma or Equivalent

Salary/Compensations

$52,000/year

Benefits

Medical
Dental
Vision
Life insurance
FSA
EAP
403(b) retirement plan
Tuition reimbursement
Paid time off
Paid agency holidays

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.
Brightway's dedicated professionals enable individuals to grow, learn, and meet milestones at their own pace using persistence, adaptability, and behavioral science.

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.