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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 and troubleshoot any peripheral devices.
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

Computer hardware
Windows operating systems
macOS operating systems
Microsoft Office applications
Virtual Desktop Infrastructure (VDI)
Problem-solving
Communication
Organizational skills
Customer service
Time management

Location

Long Island City, NY

Work Type

Full-Time

Experience Level

Entry Level

Education Level

High school diploma or equivalent
Associate’s degree in Information Technology preferred
CompTIA A+ certification preferred

Salary/Compensations

$45,000 to $50,000 annually
$24.73 - $27.38 Hourly

About the Company

The Fortune Society, Inc. (Fortune) has been working for almost 60 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 over $100 million in annual budget with approximately 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 outpatient 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, an arts program, lifetime aftercare, policy and advocacy through our David Rothenberg Center for Public Policy, and research through our Center for Research, Inquiry and Social Justice.
Each service we provide is informed by the needs of the population we serve.
Fortune currently serves approximately 20,000 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.