60942 Admin- IT- Helpdesk Support

Summary

We are seeking a seasoned and service-oriented Helpdesk Support professional to join our Technology team. In this role, the selected candidate will provide high-quality end-user support across multiple office locations, ensuring the effective resolution of hardware, software, connectivity, and account-related issues in a Microsoft-based environment. This position will also support operational stability through strong documentation, asset oversight, cloud-based user administration via Microsoft Entra, and close coordination with senior technology staff to improve efficiency, reliability, and user experience.

Essential Functions:

Help Desk & End-User Support

• Respond to help desk tickets, phone calls, and walk-up support requests
• Troubleshoot hardware, software, peripheral, and connectivity issues
• Own and manage the help desk ticket queue
• Escalate unresolved or advanced technical issues to senior IT staff

Equipment Deployment & Asset Management

• Coordinate deployment and setup of IT equipment
• Perform onboarding and offboarding technology tasks
• Maintain accurate IT asset inventory records

Cloud Administration & Systems Support

• Administer cloud-based identity and access management using Microsoft Entra
• Support Microsoft 365 administration
• Perform basic network troubleshooting for LAN, Wi-Fi, and VPN

Documentation & Process Improvement

• Develop and maintain internal knowledge base articles and SOPs
• Identify recurring technical issues and recommend improvements

Vendor Coordination & Infrastructure Support

• Coordinate with third-party vendors and service providers
• Monitor system alerts and respond to infrastructure notifications
• Participate in IT projects, system rollouts, and technology upgrades

Supervisory Responsibilities:

None.

Minimum Qualifications:

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 3 to 5 years of progressive experience in technical support, IT support, or help desk operations in a Microsoft Windows environment.
• Demonstrated experience with help desk or ticket management systems.
• Solid understanding of TCP/IP LAN, Wi-Fi, and VPN networking concepts and troubleshooting.
• Experience supporting Microsoft 365, including Exchange Online, Teams, and SharePoint.
• Working knowledge of Microsoft Entra (Azure AD) for identity and access management.
• Excellent communication skills, both written and verbal.
• Strong interpersonal skills to build relationships and foster a positive work environment.
• Living in New York state is a prerequisite for this position.

Preferred Qualifications:

• CompTIA A+, Network+, or Microsoft 365 Certified: Fundamentals certification.
• Experience with Microsoft Entra ID (Azure AD) conditional access policies and hybrid identity environments.
• Previous experience in a similar role in a nonprofit environment.
• Familiarity with endpoint management tools such as Microsoft Intune or SCCM.

Job Behavioral Expectations:

• Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.
• Safe and successful performance, including meeting productivity standards.
• Maintain an understanding of the principles, methods and processes needed to perform the job. Attends staff meetings, seminars and in-service training as assigned.
• Demonstrates the ability to complete work in an acceptable manner by the time and/or date established with accuracy and minimal errors.

Physical demands and work environment:

• Ability to work in an office and multi-site support environment with frequent computer and phone use.
• Capable of lifting up to 50 lbs. when moving or setting up IT equipment.
• Travel between NYC office locations as needed, approximately 3 or more times per week.

This job description in no way states or implies that these are the only job duties to be performed by the incumbent. The Incumbent will be required to follow any other instructions and to perform any other duties requested by the incumbent’s supervisor.

The Child Center of NY is an Equal Opportunity Employer.   All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status or any other category protected by Federal, State or local law.  EOE M/F/D/V