Help Desk Associate, IT Department

Brooklyn Defender Services (BDS) seeks a Help Desk Associate to join the IT team.

BDS is a public defense office representing low-income New Yorkers in criminal, family, immigration, and civil legal matters. For 30 years, BDS has worked, in and out of court, to protect and uphold the rights of individuals and to change laws and systems that perpetuate injustice and inequality. Our legal expertise work with clients is focused on the intersections of these legal systems that disproportionately impact Black and Brown communities living in poverty.

BDS represents thousands of people each year who have diverse, complex, and multi-faceted legal needs. In addition to a zealous legal defense, our interdisciplinary teams of attorneys, social workers and advocates provide a wide range of legal and advocacy services, including for housing, public benefits, education, and employment. BDS staff work collaboratively and across disciplines to deliver high-quality legal services that serve the people we represent, their families and communities.

The Help Desk Associate provides front-line technical support to BDS users by responding to incidents and requests reported by users through multiple channels: in person, voice, email, IM, etc.

Support includes but is not limited to: documenting all relevant information into the system of record; troubleshooting the issue within the parameters of best practice adopted by the IT department; reviewing and resolving assigned tickets; communicating and escalating issues using sound judgment and self-initiative; and deliver the highest level of customer service at all times with all users.

• Support internal customers through responding to IT service tickets, troubleshooting, and providing other needed customer support.
• Resolve first-level end-user support issues.
• Apply knowledge of BDS applications such as Windows 11, Outlook, MS Office, Acrobat, CMS and document management systems to troubleshoot and resolve problems.
• Troubleshoot user remote access problems, e.g., VPN.
• Assist with installation and maintenance of hardware and software in a Windows environment.
• Create a call tracking ticket for every issue handled, including all relevant information in a concise manner.
• Facilitate user account management by handling onboarding, change and departure processes.
• Troubleshoot with vendor support to resolve technical issues.
• Configure, test, troubleshoot smartphones and other devices for domestic and international use ensuring that secured and adequate connectivity is available at the traveler’s destination.
• Assist with laptop imaging and configuration, wipe devices according to BDS guidelines and restore laptop to original configuration upon return.
• Troubleshoot and resolve basic telephone equipment problems.
• Provide AV support - support conference rooms, town halls (multi location large audience simultaneous conferencing), and video conferencing.
• Follow up with users to ensure issues have been satisfactorily resolved.
• Meet and exceed SLA standards: close tickets in a timely manner, while upholding customer service standards.
• Communicate clear, concise, step-by-step procedures to users; document troubleshooting steps within tickets and share with others as appropriate.
• Process equipment and software requests and record asset information.
• Perform other duties as assigned.

• BS/BA in Computer Science, Information Technology, or an equivalent combination of education and/or experience.
• 3+ years of experience working in a Helpdesk or general IT setting.
• Experience with various Windows OS’s, Office 365, and other Microsoft family products.
• Basic Active Directory knowledge – create accounts, reset passwords, access controls.
• Experience with hardware troubleshooting including Laptops, Monitors, External Devices, Desktops, Mobile Devices, Printers.
• Experience handling remote access technology, two-factor authentication and troubleshooting
• Experience responding to client inquiries concerning systems operations.
• Ability to provide instruction in use of equipment, software, and manuals.
• Experience running diagnosis and correcting system hardware, software, and user problems.
• Good…