Level 1 - Tech Field Support

Description:

Executive Headquarters (117 West 124th St)

$20 - $25 / hour

Position Summary: We are seeking a dedicated and detail-oriented Level 1 Technician to join our IT team. The successful candidate will be responsible for providing technical support to over 40 field offices throughout the 5 boroughs of Manhattan and will be stationed at our headquarters at least two days a week to manage new user device pickups, existing user device swap appointments, and remote support appointments.

Essential Duties:

• Understand and promote the organization’s Mission, Vision, and Core Values to ensure alignment with organizational policies and procedures.
• Provide on-site technical support to 40 field offices throughout the 5 boroughs of Manhattan, addressing hardware, software, and network issues. Includes troubleshooting of Cisco switches, firewalls, VoIP phones, internet circuits from multiple ISPs as well as desktops, laptops, smartboards, printers and other devices.
• Handle new user device pickups and existing user device swap appointments at headquarters.
• Conduct remote support appointments to troubleshoot and resolve technical issues.
• Assist users with setup, configuration, and troubleshooting of devices and applications.
• Maintain accurate records of support requests, resolutions, and device inventory.
• Work closely with other IT team members to ensure seamless support and service delivery.
• Provide basic training to users on device usage and best practices.
• Perform other duties as assigned
  
  

Minimum Qualifications:

• High school diploma or equivalent; additional technical certifications are a plus.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Familiarity with Windows and macOS operating systems.
• Basic understanding of networking principles.
• Previous experience in a technical support role is preferred.
  
  

Key Competencies:

• Previous experience in a technical support role is preferred.
  
  

It is the policy of Children's Aid to provide equal employment opportunity to all employees and applicants for employment and is dedicated to maintaining a work environment that is free from harassment and discrimination. Children's Aid will not tolerate discrimination, harassment, or retaliation on any basis, including race, creed, color, national origin, ethnicity, alienage or citizenship status, gender/sex (including pregnancy), disability, religion, source of income, sexual orientation, gender identity or expression, age, familial status, caregiver status, military status, marital or partnership status, status as a victim of domestic violence, sexual violence or stalking, predisposing genetic characteristics, arrest or conviction record, credit history, unemployment status or any other characteristic protected by federal, state or local law. Children’s Aid is committed to complying with applicable state and local laws governing non-discrimination in employment. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Children’s Aid will conduct a prompt and thorough investigation of all allegations of discrimination, harassment, retaliation, or any violation of the Equal Employment Opportunity Policy in a confidential manner and will take appropriate corrective action, if and where warranted. Children’s Aid prohibits retaliation against employees who provide information about, complain about, or assist in the investigation of any complaint of discrimination or violation of the Equal Employment Opportunity Policy.

The incumbent is expected to work a schedule, whether in-person or hybrid, as determined by the department's needs to facilitate effective collaboration with the team. This flexibility is essential for maintaining seamless communication, fostering teamwork, and ensuring the smooth operation of the department's processes. The position's requirements are subject to periodic review and adjustment based on organizational needs and changes in work dynamics.