IT Help Desk

Job Overview

eMazzanti Technologies, a leading provider of IT Services, is looking to add a Level 1 and Level 2 help‑desk support technician to our eCare Managed Services team to serve an expanding client base.

• On‑site: 4 days per week at the customer site in the Bronx, NY.
• In‑office: 1 day per week at the eMazzanti main office.
• Residency:
  Candidates must be local to the Bronx and able to reliably commute to the customer site daily.
• Type:
  Full‑time, sole‑employment role (no outside or side jobs).

• Tier 1 Support:
  Handle, triage, and prioritize Tier 1 IT support requests on‑site, ensuring timely resolution and appropriate escalation.
• Dedicated Resource:
  Serve as the technical resource for the assigned nonprofit customer account, owning the day‑to‑day support relationship.
• Stakeholder Reviews:
  Deliver written quarterly account health reviews to customer stakeholders (in coordination with the vCIO and Account Manager) covering uptime, incident summaries, active project status, top risks/recommendations, and a rolling 90‑day technical roadmap.
• Documentation:
  Build and maintain a comprehensive customer runbook and documentation library – network topology, vendor contacts, escalation paths, backup and recovery steps, and recurring maintenance tasks – and drive down mean time to resolution (MTTR).
• Cost Optimization:
  Identify and present cost‑saving and grant‑eligible technology opportunities appropriate for a budget‑conscious nonprofit (e.g., Tech Soup, Microsoft nonprofit licensing, Watch Guard nonprofit programs), documenting estimated savings, eligibility, and implementation effort.
• Consulting:
  Act as a technical consultant and trusted advisor, making recommendations to customers and internal staff and helping the team resolve complex challenges.
• Knowledge Sharing:
  Contribute regular knowledge‑base articles and present at internal all‑hands meetings to share expertise across the team.
• On‑Call:
  Provide on‑call availability and escalation support for the team during the work week per the on‑call schedule.
• Mentorship:
  Mentor and support team members, helping colleagues grow their technical and business acumen.

Understand and solve customer technical problems over the phone or in‑person as needs warrant.

• Conduct analysis and troubleshooting via telephone, email, and remote control for customer accounts in a timely fashion.
• Monitor and troubleshoot backup or other regularly scheduled client work.
• Work within a ticketing system to track and elevate customer problems.
• Maintain a positive phone demeanor and ensure customer satisfaction.
• Perform remote maintenance as needed.
• Other duties as assigned.
• Demonstrate competency in products and services offered by the company such as Microsoft Office 365, Watch Guard Firewalls, and others.
• Spot themes and proactively work to solve them.

• Microsoft 365 – MS‑102:
  Microsoft 365 Administrator and MS‑700:
  Managing Microsoft Teams (toward Microsoft 365 Certified: Administrator Expert).
• Microsoft Azure – AZ‑104:
  Microsoft Azure Administrator, AZ‑700:
  Designing and Implementing Microsoft Azure Networking Solutions, and AZ‑305:
  Designing Microsoft Azure Infrastructure Solutions (toward Microsoft Azure Network Administrator).
• Watch Guard – Network Security, Secure Wi‑Fi, Identity Security Essentials (formerly Multifactor Authentication), and Endpoint Security.

• Reliable, on‑time, and prepared for all meetings; no last‑minute cancellations without a planned reschedule.
• Accountability and lead‑by‑example approach – follow through on commitments, both internally and externally.
• Active, collaborative team member who contributes to shared company goals.

• Prior…