IT Support Technician

Active Directory, Adobe Photoshop, Inventory, Installation, Documentation, Desktop, Collaboration, CTO, Laptop, GoToMeeting, Firewall, DNS, DHCP, Adobe Acrobat, Microsoft Excel, Microsoft Office, Microsoft PowerPoint, Microsoft Outlook, Microsoft Windows Server, Microsoft Windows, Microsoft Windows Azure, VLAN, Troubleshooting, Technical support, WebEx, WAN, VPN, Remote access, Networking, Problem solving, Mobile devices, SIP, Zendesk, Security, Printers, LAN, Issue tracking, Help desk, Computer science, Backup, IT, VMware ESXi, Multi-factor authentication, VoIP
Full Time
Depends on Experience
Travel required to 25%.

Job Description

PRIMARY FUNCTION/PURPOSE:  

The IT Specialist will interact with staff at all levels and all site locations. Externally, this position may interface with IT contacts, technical contractors, and vendors that provide technology resources and support to The Bronx Parent Housing Network (BPHN). The position reports to the IT Director.

 

DUTIES AND RESPONSIBILITIES:

  • Provide first-level contact and problem resolution.
  • Educate and train staff on proper computing techniques, security, and use of applications.
  • Courteously obtain and convey concise problem information for external and internal service personnel.
  • Provide accurate and timely logging of problems and resolution for problems in the ZenDesk ticketing system.
  • Escalate problems as appropriate.
  • Assist in events with technical needs as necessary. Support for collaboration tools such as Zoom, Webex, GoToMeeting, Microsoft Teams.
  • Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with users during the problem resolution process.
  • Maintain in-depth knowledge of supported products and services.
  • Work with Department Heads to identify available Help Desk training that will enhance and improve computing support delivered to users.
  • Review and update Help Desk documentation as assigned.
  • Install peripherals such as: printers and switches.
  • Provide support for all standard productivity software (Microsoft Office - Access, Word, Excel, PowerPoint, Outlook; Photoshop; Acrobat; Microsoft Teams), various email and calendar clients, Includes installation, troubleshooting, and user assistance and training
  • Support and administration of Windows operating systems.
  • Troubleshoot network cables and physical infrastructure.
  • Installation, maintenance, and repair of desktop/laptop/tablets and other hardware and software to agency’s needs and standards.
  • Troubleshoot hardware and software issues, provision and maintain user accounts and group membership on various solutions including but not limited to email, Active Directory, local computers, and Office 365.
  • Support VoIP telephone technology in the agency.
  • Assist to organize and inventory supplies and computers.
  • Support agency’s mobile devices.
  • Assist users and maintain pathways from home computers for remote access to desktop and research computers.
  • Assist with installation and troubleshooting of VPN and other remote access software.

Systems that you must know well, to troubleshoot and administer:

  • VMWare ESXi
  • Windows Server 2016 and later
  • Active Directory
  • Ofice365 and Azure
  • Multi-Factor Authentication
  • Hardware Firewall configuration – Ubiquiti preferred
  • LAN/VLAN/WAN/DNS/DHCP and all fundamentals of Networking & Server Configuration
  • Backup and restore – Microsoft VSS preferred
  • VOIP/SIP phone systems – TPx preferred

 

Qualifications & Competencies:

  • A bachelor's degree in Computer Science, related field, or equivalent relevant experience
  • CompTIA A+, Network+ and/or Microsoft certification preferred
  • Minimum of 2 years’ experience of IT Support required
  • Previous experience with Zendesk or another tracking system strongly preferred
  • Ability to effectively communicate by phone and in person.
  • Ability to write/document effectively.
  • Ability to achieve successful outcomes in handling difficult situations and users.
  • Ability to follow up on open items and complete tasks in a timely manner including meeting deadlines and anticipating and addressing problems and delays.
  • Detail-oriented and able to make connections between similar problems.
  • Show initiative and act independently to resolve problems.
  • Ability to manage multiple priorities and follow through on projects to completion.
  • Flexibility in adjusting work schedule to accommodate priority needs, downtime, and emergencies.

 

<>Ideal candidate must be fully vaccinated</>

 

<>Benefits: </>

  • PTO
  • Sick
  • 403b retiring plan
  • Health Insurance
  • Vision
  • Dental
  • Flexible Spending Account
  • Life Insurance
  • Commuter Benefits
  • Life insurance
  • Tuition Reimbursement
  • Health Saving Account
  • Pet Benefits
 
Dice Id : RTX1e3a3f
Position Id : 7082923
Originally Posted : 2 months ago
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