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About the Role

The Technical Support Specialist provides Help Desk Support, offering technical assistance and resolving IT-related issues to ensure the smooth functioning of the organization's IT systems. This role involves providing day-to-day on-site and remote service support to internal program staff and management, assisting end-users with hardware and software problems, performing system maintenance, and collaborating with other IT teams.

Responsibilities

Provide first-level technical support to end-users via phone, email, or in-person and address their IT-related queries and issues promptly
Troubleshoot and resolve hardware and software problems related to desktops, laptops, peripherals, and network connectivity
Collaborate with other IT teams and vendors to escalate complex issues and ensure timely resolution
Provide support of Microsoft 365/Azure AD
Provide system administration for Windows Servers, Microsoft Active Directory and/or other servers and systems
Install, configure, and update software applications, operating systems, and drivers on end-user devices
Maintain and update documentation related to help desk procedures, system configurations, and issue resolutions
Assist in the implementation and maintenance of IT security measures, including antivirus, firewalls, and access controls and report potential threats and issues
Conduct system performance analysis, identify areas for improvement, and implement solutions to optimize system efficiency
Participate in user training sessions to enhance their understanding of IT systems and prevent recurring issues
Monitor IT infrastructure and perform routine maintenance tasks to prevent system downtime
Assist end users by trouble shooting and resolving help desk tickets, providing user support, coordinating employee onboarding and offboarding and other projects
Provide onsite and remote support to end users for the Desktop (PC, peripheral, Operating System and Applications)
Monitor the performance of the agency’s desktop infrastructure and make suggestions for improving efficiency
Maintain an inventory of installed software, managing software licensing, and creating policies and procedures for upgrades
Attend meetings, training, and conferences regarding changes in technology and stay informed of developments and remain technically competent at all levels of information technology related to position
Other duties as assigned

Requirements

Proven experience as a system coordinator or similar role, preferably supporting projects across multiple sites or locations
Proven experience in providing technical support and troubleshooting IT issues
Strong knowledge of operating systems (Windows, macOS, Linux), hardware components, and software applications
Familiarity with IT security concepts and best practices
Excellent communication and interpersonal skills to interact with end-users and team members effectively
Ability to prioritize and handle multiple tasks simultaneously while maintaining attention to detail
Ability to offer high level desktop support in an enterprise environment
Possess exceptional problem solving and interpersonal skills along with excellent organization skills
The ability to develop processes to improve workflow as well as to pay attention to details
Ability to multi-task effectively and meet deadlines in a fast-paced environment
Ability to work independently with strong sense of focus, task oriented and nonjudgmental
The role requires strong technical expertise, problem-solving skills, and excellent communication abilities
Must be able to lift desktops, laptops, monitors, printers, and other IT related equipment, Lifting and moving objects weighing up to 30 pounds several times a week
Requires travel around New York City to program sites, often with equipment
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Skills

Help Desk Support
Technical Assistance
IT Systems Support
Hardware Troubleshooting
Software Troubleshooting
System Maintenance
Microsoft 365/Azure AD Support
Windows Server Administration
Microsoft Active Directory Administration
Software Installation and Configuration
Operating System Updates
Driver Updates
IT Security Measures
Antivirus
Firewalls
Access Controls
System Performance Analysis
User Training
IT Infrastructure Monitoring
Routine Maintenance
Help Desk Ticket Resolution
Onboarding and Offboarding Coordination
Desktop Support
Software Inventory Management
Software Licensing Management
Policy and Procedure Development
Technical Expertise
Problem-Solving
Communication Abilities

Location

New York City

Work Type

On-site
Remote

Experience Level

3 years of experience implementing and maintaining Microsoft 365 solution, Exchange Online, MS Teams, and/or Azure AD preferred
Experience working in Social Services Sector either Government or Non-profit preferred

Education Level

Bachelor’s degree in computer science, Information Technology, or a related field
Certification in relevant IT disciplines (e.g., CompTIA A+, Microsoft Certified Solutions Associate (MCSA), etc.) is a plus

About the Company

Children’s Rescue Fund is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Equal Opportunity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation or protected veteran status.