IT Helpdesk Support

The IT Helpdesk Support role supports the Technology team at The Child Center of NY by delivering end-user assistance across several NYC office locations. The position centers on resolving hardware, software, connectivity, and account-related issues in a Microsoft-based environment, while helping maintain operational stability through documentation, asset oversight, and Microsoft Entra administration.

Location and Employment Details

• Location: Queens, NY (onsite)
• Compensation: USD 62,000 to 75,000 per year
• Minimum Experience: 4 years

Role Responsibilities

• Handle help desk support through tickets, phone calls, and walk-up requests
• Diagnose and troubleshoot hardware, software, peripherals, and connectivity issues
• Own and manage the help desk ticket queue
• Escalate unresolved or advanced technical issues to senior IT staff
• Coordinate deployment and setup of IT equipment
• Complete onboarding and offboarding technology tasks
• Maintain accurate IT asset inventory records
• Administer cloud-based identity and access management using Microsoft Entra
• Support Microsoft 365 administration
• Perform basic network troubleshooting for LAN, Wi-Fi, and VPN
• Develop and maintain internal knowledge base articles and SOPs
• Identify recurring technical issues and propose improvements
• 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

Requirements

• Education: Associate degree in Information Technology, Computer Science, or related field, or equivalent work experience
• Experience: 4+ 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 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 written and verbal communication skills
• Strong interpersonal skills to build relationships and support a positive work environment
• Residency: Living in New York state is required
• Preferred: CompTIA A+, Network+, or Microsoft 365 Certified: Fundamentals
• Preferred: Experience with Microsoft Entra ID conditional access policies and hybrid identity environments
• Preferred: Previous experience in a similar nonprofit environment
• Preferred: Familiarity with endpoint management tools such as Microsoft Intune or SCCM

Technologies

• Microsoft Windows
• Microsoft Entra
• Microsoft Entra ID (Azure AD)
• Microsoft 365
• Exchange Online
• Teams
• SharePoint
• TCP/IP, LAN, Wi-Fi, VPN
• Microsoft Intune
• SCCM
• Microsoft Entra ID conditional access policies
• Hybrid identity environments
• CompTIA A+, CompTIA Network+
• Microsoft 365 Certified: Fundamentals

Position Overview

• Provide high-quality end-user support across multiple office locations
• Resolve hardware, software, connectivity, and account-related issues within a Microsoft-based environment
• Support operational stability through documentation, asset oversight, Microsoft Entra cloud-based user administration, and coordination with senior technology staff to improve efficiency, reliability, and user experience