OverviewIT Support TechnicianSamaritan Daytop Village provides life-changing services in mental health, addiction recovery, housing, and more to help individuals and families across New York rebuild their lives. We serve over 33,000 clients annually at more than 60 locations throughout the five boroughs, as well as Suffolk, Rockland, Sullivan, Westchester, and Ulster Counties.
The IT Support Technician provides day-to-day technical assistance for staff, including setting up hardware, installing software, troubleshooting issues, and supporting a variety of devices and applications. This role handles support tickets, assists with system upgrades, maintains equipment inventory and documentation, and travels to agency locations as needed. Strong knowledge of Microsoft 365, Active Directory, basic networking, and technical terminology is essential, along with effective time management, teamwork, and the ability to work independently.
Responsibilities- Provide technical support for hardware, software, and network issues while delivering excellent customer service
- Setup new computers for users in a Windows environment
- Troubleshoot Microsoft 365, Windows operating systems, and basic networking problems with patience and professionalism
- Install, configure, and maintain desktops, laptops, mobile devices, printers, and other IT equipment
- Manage, track, and resolve IT support tickets promptly to ensure a positive user experience
- Assist with system upgrades, network installations, and technology rollouts
- Support users with software applications, including healthcare systems and internal tools
- Maintain accurate documentation for equipment inventory, configurations, and IT procedures
- Travel to agency locations to provide onsite technical support and implement solutions, several times per months
- Communicate clearly with staff at all levels, exercising empathy, understanding, and strong customer-facing skills
- Collaborate with team members and vendors to ensure smooth and reliable technology operations
- Prioritize tasks effectively, multitask, and work independently in a fast-paced environment
Qualifications- At least an Associate's Degree in Computer Science, Information Technology, or a related field, or equivalent experience
- At least a year of hands-on IT technical support experience in a help desk or desktop support environment
- Strong customer service skills with the ability to remain patient, empathetic, and professional when assisting users
- Experience troubleshooting Microsoft 365, Windows operating systems, and desktop hardware
- Familiarity with Active Directory, user account management, and basic Windows networking
- Ability to troubleshoot and support printers, mobile devices, VoIP phones, and other peripherals
- Willingness and ability to travel to multiple agency locations to provide onsite support, several times per months
- Strong verbal and written communication skills, with the ability to support users of all technical levels
- Ability to prioritize tasks, manage time effectively, and work both independently and as part of a team
- Basic understanding of IT terminology and standard support procedures
- Experience collaborating with external vendors and internal departments to resolve technical issues
Additional Information This is a full-time non-exempt role with an hourly rate of $27.47-$28.57 (annualized at 35 hour per week to $50,000-$52,000) with a full benefits package. Benefits include medical, dental, and vision insurance, 25 days of paid time off, access to a retirement account with an employer to match, access to daily pay, and tuition reimbursement.
This role is based in Briarwood, Queens and is eligible to work one remote day, after the 90-day introductory period. The other 4 days are spent at the Briarwood Headquarters or a program site.
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