IT Support Specialist
Posted Updated
Summary
Level 1 and 2 helpdesk IT support role at a nonprofit community services organization. Day to day: troubleshooting and repairing laptops, desktops and LAN/network components, resolving and escalating support tickets in FreshService, and documenting fixes — with ~75% travel between agency sites across the NY Metro area. Key tech: Windows, LAN/Wi-Fi, MS Office/Google Workspace.
ABOUT COMMONPOINT
At Commonpoint, community is at the heart of everything we do. With more than 90 program sites and flagship locations in Little Neck, Bayside, Forest Hills, East Elmhurst, and Jamaica, we proudly serve over 125,000 individuals each year. From early childhood to older adulthood, we support people from all walks of life on their journeys from crisis to stability and empowerment. Our wide range of programs, spanning social services, education, and recreation, reflects our mission to build a more connected, inclusive, and thriving community for all.
ABOUT THE ROLE
To continue advancing the impact we have across the communities we serve, Commonpoint is hiring a IT Support Specialist situated within the Information Technology (IT) Department. The individual hired as IT Support Specialist will be Level 1 and 2 Helpdesk Support. This role reports directly to VP, Information Technology.
ROLE RESPONSIBILITIES:
- Responsibilities Include: Level 1 and 2 Helpdesk Support.
- Troubleshoot, repair, and configure Laptops, Desktops, and core computer network components.
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Respond to incoming technical support tickets from our clients using FreshService.
- Work with the team to ensure tickets assigned are responded to in a timely manner.
- Troubleshoot, resolve, and escalate tickets.
- Document troubleshooting steps and help come up with improvement processes.
Performance & Organizational Excellence:
- Participate in the agency's performance management process by establishing annual goals, completing mid-year and end-of-year evaluations, and engaging in ongoing performance discussions with supervisors.
- Complete documentation, data entry, and required reports accurately and on time in accordance with agency standards, funder requirements, and established deadlines, including updates to agency systems, dashboards, and tracking tools.
- Complete required annual professional development activities to maintain and strengthen clinical knowledge, professional skills, and overall job performance.
- Use program and service data to improve performance by participating in data review and discussion during supervision, department meetings, reporting activities, and other quality improvement efforts, including surveys and feedback activities, as applicable.
QUALIFICATIONS & KEY ATTRIBUTES:
MINIMUM QUALIFICATIONS:
- Associates (with education plan) or Bachelors degree preferred.
- Experience with help desk support.
- Experience with client server setup and troubleshooting.
- Experience troubleshooting and maintaining a LAN to include wireless.
- Strong knowledge of installation, configuration, and administration of Windows desktops and servers in a network environment required.
- Knowledge of MS Office applications / Google Workspace Apps.
PREFERRED QUALIFICATIONS:
- Previous experience in a Commonpoint role is a plus.
- Bilingual skills are welcomed.
- IT degree a plus. A+ / Network + / Google IT Support Professional Certification a plus.
KEY ATTRIBUTES FOR IT Support Specialist ROLE:
- Organized and detail-oriented with strong multitasking abilities.
- Excellent customer service and communication skills.
- Proficiency with databases and google software.
- Ability to work collaboratively in team settings.
- Requires traveling (75%) Must be willing to travel between multiple agency sites and within the NY Metro area. Occasional weekend and evening hours will be necessary.
- Physical Requirements: Ability to stoop, kneel, crouch, or crawl; ability to lift at least 25 pounds.
COMPENSATION & BENEFITS:
Commonpoint offers competitive base salaries benchmarked against comparable nonprofit organizations in the New York metropolitan area. Salaries are determined based on internal and external equity, as well as each position’s scope, qualifications, and organizational impact. We believe in compensating staff fairly and consistently, ensuring that all salary decisions align with our mission-driven commitment to equity and transparency.
To maintain fairness across the organization, salary offers are set according to established salary bands and are not subject to negotiation. New hires typically start near the beginning of the salary range to allow for growth based on performance, professional development, and tenure.
Our total rewards package reflects our dedication to employee well-being, growth, and recognition. Current benefits include:
- Tiered health, dental, and vision insurance options.
- Pension plan and 403(b) retirement savings opportunities.
- Generous paid time off and family-supportive policies.
- Professional development and education support to foster career growth.
- Recognition and appreciation programs for exemplary performance.
- Employee discounts on programs and services.
- Access to free amenities, including private seasonal pool clubs and fitness facilities at select locations.
- Long-service severance upon retirement.
To Apply: Please send resumes to Kelenda Allen-James at kallenjames@commonpoint.org.
Commonpoint is an equal opportunity employer.