Help Desk Associate

🌟 We're Hiring: Help Desk Associate- Part Time

Location: Providence, RI
Reports To: Service Level Manager
Employment Type: Part-Time, 25 hours per week.  Monday- Friday- Day Time Shifts

Are you passionate about technology and helping people solve problems?

At Children's Friend, technology powers our mission of strengthening families and supporting children throughout our community. We're looking for a customer-focused, solutions-driven Help Desk Associate who enjoys troubleshooting technical issues, building relationships, and making a meaningful impact every day.

If you thrive in a fast-paced environment, enjoy learning new technologies, and take pride in delivering exceptional customer service, we'd love to meet you.

🧩 What You’ll Do:

As a Help Desk Associate, you'll serve as the first point of contact for employees needing technical support. You'll troubleshoot hardware, software, and network issues while ensuring every interaction leaves users feeling supported and confident.

Your responsibilities will include:

• Providing timely technical support via phone, remote access, and onsite visits
• Diagnosing and resolving hardware, software, network, internet, and peripheral issues
• Managing and responding to Help Desk tickets with excellent customer service
• Installing, configuring, and deploying computers, software, and other technology equipment
• Performing basic desktop hardware repairs and troubleshooting
• Supporting employee onboarding by setting up equipment and assisting with technology training
• Creating and maintaining technical documentation and internal support resources
• Collaborating with departments across the organization to support agency operations and reporting
• Maintaining the security and confidentiality of agency systems while adhering to HIPAA standards
• Continuing to build your technical knowledge through training and professional development

🧠 What You Bring:

• High School Diploma or GED
• 1–3 years of Help Desk or IT support experience
• Knowledge of Windows 11, Microsoft 365, and Active Directory
• Experience supporting Microsoft Office applications and internet browsers
• Strong troubleshooting and analytical skills
• Excellent customer service and communication abilities
• Ability to manage multiple priorities in a fast-paced environment
• Valid driver's license, reliable transportation, and the ability to travel between agency locations
• Ability to lift up to 50 pounds

Preferred Qualifications

• Experience with SysAid or other IT ticketing systems
• CompTIA A+ Certification
• Bilingual in English and Spanish 

Why You'll Love This Role

Every day is different. You'll solve meaningful technical challenges, support employees across multiple locations, and help ensure the technology behind our mission runs smoothly. You'll join a collaborative Information Systems team that values innovation, continuous learning, and exceptional service.

What Makes You Successful

You are:

• A natural problem solver
• Calm under pressure
• Customer-focused and approachable
• Detail-oriented and organized
• A collaborative team player
• Eager to learn and grow your technical skills

🌱 Why Join Children’s Friend?

At Children’s Friend, we believe every child deserves a strong start. As part of our team, you’ll have the chance to grow professionally, contribute meaningfully, and be part of a diverse and inclusive workplace where your efforts matter every day.

🔒 Equal Opportunity Employer

We are committed to equity and diversity in the workplace. If you require accommodations during the application process, please contact us at talent@cfsri.org.

Children’s Friend offers a comprehensive benefits package that includes the following:

• Medical Dental and Vision coverage (if working 30 or more hours per week)
• Employer contributions to the 403(b) plan
• Employer-paid Life and Disability insurance 
• Flex Spending Accounts 
• 12 Paid Holidays 
• Competitive Vacation Benefits 
• Training and Professional Development 
• Education Assistance 
• Student Loan Repayment Assistance