System Support Specialist N

For over 125 years, Catholic Charities Brooklyn and Queens have been providing quality social services to the neighborhoods of Brooklyn and Queens and currently offers 160-plus programs and services for children, youth, adults, seniors, and those struggling with mental illness.

Reporting to the Chief Information Officer, the System Support Specialist role is to provide a single point of contact for end users to receive support and maintenance within the organization’s desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion and provide end-user assistance where required.

Responsible for generating and providing instructor‑led training to staff in systems and software.

• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required desktop service levels.
• Receive and respond to Helpdesk requests regarding desktop problems.
• Perform analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions.
• Assess the need for and implement performance upgrades to computer equipment as required.
• Where required, administer and resolve issues with associated end-user workstation networking software products.
• Ensure that physical desktop connections (i.e. RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order.
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s desktop computing environment.
• Answer to and perform moves, adds and changes (MAC) requests as they are submitted by line managers.
• Prepare tests and applications for monitoring desktop performance and then provide performance statistics and reports.
• Report noncompliance of computer equipment, or computer related user behavior on the Agency’s system.
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
• Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network equipment, and other components.
• Conducts training and creates FAQs for supported systems.
• Implements CIO’s training plan.
• Creates and documents training policies and procedures.
• Provides training on subject matter, expertise and management of systems and software functionality.
• Develop and documents processes to identify the best use of tools and features for systems and software.
• Provides staff training, process improvement, and drafts FAQ’s, policies and procedures for operations.
• Conducts remote site training, local training sessions, and virtual training sessions on applications.
• Creates and maintains organizational records system for training staff.
• Assist in logging, reporting, and statistically monitoring desktop operations.
• Assist in maintaining the inventory of all PCs, Laptops, monitors, and other equipment and components.
• When necessary, liaise with third‑party support and PC equipment vendors.
• Report non‑compliance of computer equipment, or computer related user behavior on the Agency’s system.
• Assist in developing long‑term strategies and capacity planning for meeting future desktop hardware needs.
• As determined by Supervisor other tasks as required.

• High school diploma or GED required;
  College degree in the field of computer science preferred.
• Technical Certifications preferred.
• 2+ years of computer related support experience required.
• Extensive equipment support experience with Desktops…