Technical Support Specialist

The Childrens Rescue Fund is seeking a Technical Support Specialist to help keep its IT environment running smoothly. This is an onsite role in the Bronx, NY, with responsibility for first-level help desk support and troubleshooting across desktops, networks, and supported applications, including work delivered both on-site and remotely.

In this position, you will assist end-users with hardware and software issues, support Microsoft 365 and Azure AD-related services, and help maintain secure, reliable systems through monitoring, maintenance, and documentation.

What you’ll do

• Provide first-level technical support to end-users through phone, email, or in-person, handling IT-related questions and issues promptly
• Troubleshoot and resolve hardware and software problems involving desktops, laptops, peripherals, and network connectivity
• Collaborate with other IT teams and vendors to escalate complex issues and support timely resolution
• Support Microsoft 365 and 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 for help desk procedures, system configurations, and issue resolutions
• Assist with IT security measures, including antivirus, firewalls, and access controls, and report potential threats or issues
• Conduct system performance analysis, identify improvement areas, and implement solutions to optimize efficiency
• Participate in user training sessions to improve understanding of IT systems and reduce recurring issues
• Monitor IT infrastructure and perform routine maintenance to help prevent system downtime
• Support end-users by resolving help desk tickets, coordinating onboarding and offboarding, and assisting with other projects
• Provide onsite and remote support for desktop environments including PC, peripherals, operating systems, and applications
• Monitor performance of the agency’s desktop infrastructure and recommend efficiency improvements
• Maintain inventory of installed software, manage software licensing, and create policies and procedures for upgrades
• Attend meetings, training, and conferences related to technology changes to remain technically competent
• Complete other duties as assigned

Requirements

• Bachelor’s degree in computer science, Information Technology, or a related field
• 3 years of experience implementing and maintaining Microsoft 365 solutions, 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 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 for interacting with end-users and team members
• Ability to prioritize and manage multiple tasks while maintaining attention to detail
• Ability to offer high level desktop support in an enterprise environment
• Exceptional problem-solving and interpersonal skills with strong organization
• Ability to develop process improvements, multitask effectively, and meet deadlines in a fast-paced environment
• Ability to work independently with focus, task orientation, and a nonjudgmental approach
• Certification in relevant IT disciplines (for example, CompTIA A+, Microsoft Certified Solutions Associate (MCSA)) is a plus
• Experience in the Social Services sector in either government or non-profit is preferred

Tools and technologies

• Microsoft 365
• Azure AD
• Microsoft Active Directory
• Windows Servers
• Exchange Online
• MS Teams
• Windows, macOS, Linux
• Antivirus, firewalls, access controls

Schedule and physical requirements

• Ability to lift desktops, laptops, monitors, printers, and other IT-related equipment, including lifting and moving objects up to 30 pounds several times a week
• Travel around New York City to program sites, often with equipment
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Location: Bronx, NY (onsite)
Compensation: $60,000 - $75,000 per year