Technical Support Specialist

PRIMARY FUNCTION/PURPOSE:

The Technical Support Specialist specializes in Help Desk Support and provides technical assistance and resolving Information Technology (IT) -related issues to ensure the smooth functioning of the organization's IT systems. Provide day-to-day on-site and out of the field service support to internal program staff and management team.  Assist end-users with hardware and software problems, perform system maintenance tasks, and collaborate with other IT teams to deliver effective solutions. Provide support to staff on all agency supported applications. Troubleshoot, determine source, and advise on appropriate action.

ESSENTIAL DUTIES AND 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

MINIMUM QUALIFICATIONS

• Bachelor’s degree in computer science, Information Technology, or a related field
• 3 years of experience implementing and maintaining Microsoft 365 solution, Exchange Online, MS Teams, and/or Azure AD preferred
• 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. 
• Certification in relevant IT disciplines (e.g., CompTIA A+, Microsoft Certified Solutions Associate (MCSA), etc.) is a plus
• Experience working in Social Services Sector either Government or Non-profit preferred

OTHER REQUIREMENTS (including Physical Demands)

• 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

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