IT Helpdesk Specialist
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Summary
On-site IT helpdesk specialist acting as first point of contact for a human services agency's staff, troubleshooting hardware, software, network, and Microsoft 365 issues remotely and in person. Involves driving to offices across the Bronx and Westchester to deploy Windows devices, administer Active Directory/M365 accounts, manage tickets per SLA, and support cybersecurity practices.
What You’ll Do:
- Technical Troubleshooting: Serve as the first point of contact for all IT support requests via phone, email, ticketing system, and walk-up support. Diagnose and resolve hardware, software, printer, mobile device, network, and Microsoft 365 Issues both remotely and on-site.
- On-Site Field Support: Safely operate a company-provided vehicle while following agency policies to travel to agency offices throughout the Bronx and Westchester to perform physical installations, repair, and hands-on troubleshooting.
- Deployment & Maintenance: Prepare, image, configure, test, and deploy Windows laptops, desktop, tablets, and mobile devices. Install and configure software, security tools, printers, and peripherals.
- Microsoft 365 & Identity Management: Create, modify, disable, and maintain user accounts in Microsoft 365 and Active Directory. Reset passwords and support Multi-Factor Authentication (MFA). Assist users with Outlook, Teams, OneDrive, and other Microsoft 365 applications. Support user onboarding and offboarding processes.
- Cybersecurity Support: Follow established cybersecurity policies and best practices. Assist with endpoint protection, security updates, and vulnerability remediation. Report suspicious emails, phishing attempts, and security incidents to IT Director. Ensure all deployed devices comply with agency security standards.
- Ticket Lifecycle Management: Log, prioritize, track, and thoroughly document all technical issues and resolutions within our ticketing system according to established Service Level Agreements (SLAs).
- Asset & Inventory Management: Maintain accurate inventory records for computers, mobile devices, software licenses, printers, and accessories. Track equipment assignments and lifecycle status.
- Documentation & Training: Create and maintain technical documentation, knowledge base articles, and user guides. Assist with staff technology training sessions. Educate users on cybersecurity awareness and technology best practices.
- Project Support: Assist with agency-wide technology rollouts and upgrades. Support office moves, new site implementations, and infrastructure projects. Participate in after-hours maintenance when required.