Technical Support Specialist

Information Technology Full-time Regular Bronx, NY, US

2 days ago Requisition

Salary Range: $60,000.00 To $75,000.00 Annually

PRIMARY FUNCTION/

PURPOSE:

The Technical Support Specialist specializes in Help Desk Support and provides technical assistance and resolving Information Technology (IT)
-related issues to ensure the smooth functioning of the organization's IT systems. Provide day-to-day on-site and out of the field service support to internal program staff and management team. Assist end-users with hardware and software problems, perform system maintenance tasks, and collaborate with other IT teams to deliver effective solutions. Provide support to staff on all agency supported applications. Troubleshoot, determine source, and advise on appropriate action.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide first-level technical support to end-users via phone, email, or in-person and address their IT-related queries and issues promptly
• Troubleshoot and resolve hardware and software problems related to desktops, laptops, peripherals, and network connectivity
• Collaborate with other IT teams and vendors to elevate complex issues and ensure timely resolution
• Provide support of Microsoft 365/Azure AD
• Provide system administration for Windows Servers, Microsoft Active Directory and/or other servers and systems
• Install, configure, and update software applications, operating systems, and drivers on end-user devices
• Maintain and update documentation related to help desk procedures, system configurations, and issue resolutions
• Assist in the implementation and maintenance of IT security measures, including antivirus, firewalls, and access controls and report potential threats and issues
• Conduct system performance analysis, identify areas for improvement, and implement solutions to optimize system efficiency
• Participate in user training sessions to enhance their understanding of IT systems and prevent recurring issues
• Monitor IT infrastructure and perform routine maintenance tasks to prevent system downtime
• Assist end users by trouble shooting and resolving help desk tickets, providing user support, coordinating employee onboarding and offboarding and other projects
• Provide onsite and remote support to end users for the Desktop (PC, peripheral, Operating System and Applications)
• Monitor the performance of the agency’s desktop infrastructure and make suggestions for improving efficiency
• Maintain an inventory of installed software, managing software licensing, and creating policies and procedures for upgrades
• Attend meetings, training, and conferences regarding changes in technology and stay informed of developments and remain technically competent at all levels of information technology related to position
• Other duties as assigned

MINIMUM QUALIFICATIONS

• Bachelor’s degree in computer science, Information Technology, or a related field
• 3 years of experience implementing and maintaining Microsoft 365 solution, Exchange Online, MS Teams, and/or Azure AD preferred
• Proven experience as a system coordinator or similar role, preferably supporting projects across multiple sites or locations
• Proven experience in providing technical support and troubleshooting IT issues
• Strong knowledge of operating systems (Windows, macOS, Linux), hardware components, and software applications
• Familiarity with IT security concepts and best practices
• Excellent communication and interpersonal skills to interact with end-users and team members effectively
• Ability to prioritize and handle multiple tasks simultaneously while maintaining attention to detail
• Ability to offer high level desktop support in an enterprise environment
• Possess exceptional problem solving and interpersonal skills along with excellent organization skills
• The ability to develop…