LOCATION: Brooklyn, NY
REPORTS TO: Chief Technology Officer
DEPARTMENT: Information Technology
SCHEDULE: Full Time / Hybrid
AGENCY BACKGROUND: MercyFirst is a not-for-profit human and social service agency that has been serving children and families in need since we were founded by the Sisters of Mercy/Hermanas de las Misericordia in 1894. Today our agency continues to address the emotional and physical needs of children and families in Brooklyn, Queens and across Long Island through innovative treatments and life-changing interventions. We provide community-based prevention and family foster care services, group homes in the community for struggling children and families within the child welfare and juvenile justice systems, and short-term residential services for unaccompanied migrant children. Each year, MercyFirst serves more than 3,000 children, teenagers and families overcome enormous obstacles, re-imagine their futures and develop their full potential.
PROGRAM BACKGROUND: The IT department provides technical support services to all users within the agency, both remotely and onsite. This includes troubleshooting issues, assisting with software applications, and ensuring that all hardware functions correctly. Additionally, the department is responsible for maintaining and updating hardware and software systems, closely monitoring system performance to preemptively address potential issues, and implementing robust data security measures to protect sensitive information. The IT department also ensures the network is both fast and secure, optimizing connectivity and safeguarding against cyber threats to support the agency's operations efficiently.
POSITION SUMMARY: The Help Desk Technician Level I will be stationed in our Industry City location in Brooklyn and will be responsible for assisting staff with onsite tasks outlined below. The technician will also be required to travel to sites within Brooklyn, Queens and Staten Island when assistance is needed.
REQUIRED QUALIFICATIONS: Bachelor's degree in computer science or related field. ITIL, A+ and MCE certification preferred. Must have and maintain a valid NYS Driver's License with a satisfactory driving record. Proven experience as a help desk technician or other customer support role, tech savvy with working knowledge of office automation products, databases, and remote control, good understanding of computer systems, mobile devices, and other tech products, ability to diagnose and resolve basic technical issues, proficiency in English, excellent communication skills, customer-oriented and cool tempered, BSc/BA in IT, Computer Science or relevant field. Proficiency in PC/LAN architecture with an emphasis on PC configuration and troubleshooting; Proficiency in Windows 10, MS Office 365, Outlook 365, Imaging PCs and laptops, building & configuring new PCs and laptops for office and remote access, knowledge of network printer configuration and VOIP phone systems. Cabling experience and knowledge of the NY State Connections system is a plus.
RESPONSIBILITIES: Under the direction of the Chief Technology Officer, the Help Desk Level I Analyst is responsible for performing the following tasks:
- Answer help desk calls and help desk emails and assign tickets to appropriate technicians.
- Logging of all tickets and first-level troubleshooting required.
- Create detailed documentation of solutions.
- Phones: troubleshoot any phone issues agency-wide and maintain ownership of tickets that were escalated to phone vendor technicians.
- Agency Support: The position requires frequent travel to agency sites, mainly in Queens and Brooklyn.
- A NY State driver's license is required.
- The Help Desk Level I Analyst is also responsible for hardware and software support, ordering equipment, providing PC level 1 support when required
- The Helpdesk Analyst is responsible for assisting other helpdesk technicians as needed and escalating tickets when appropriate.
- Other tasks assigned as needed.
BENEFITS/PERKS: - A comprehensive health insurance package including medical, dental and vision plans for you and your family
- 403B retirement benefits
- Employer-paid life insurance and long-term disability insurance
- Generous paid time off (vacation, personal, sick, 12 paid holidays)
- Free employee assistance program through National EAP
- Insurance discounts for our staff and their families
- Trainings to support professional and personal development
- Employee wellness program
- Employee recognition activities
Salary Range: $40,000 - $45,000 per year (35 hours/week) MercyFirst is an inclusive, anti-racist, multicultural organization and an Equal Opportunity Employer who welcomes prospective employees from diverse backgrounds for all levels at the agency. We strive for a workforce that is reflective of the communities we serve, and do not discriminate on the basis of actual or perceived race, color, national origin, alienage or citizenship status, religion or creed, sex, sexual orientation, gender identity and/or expression, disability, age (18 and over), military status, prior record of arrest or conviction, marital status, partnership status, care giver status, pregnancy, genetic information or predisposition or genetic characteristic, unemployment status, status as a victim or witness of domestic violence, sex offenses or stalking, consumer credit history, or any other status protected by federal, state, and/or city law. This includes, but is not limited to, employment actions against and treatment of employees and applicants for employment.