Help Desk Associate, IT Department

Brooklyn Defender Services (BDS) seeks a Help Desk Associate to join the IT team.

BDS is a public defense office representing low-income New Yorkers in criminal family immigration and civil legal matters. For 30 years BDS has worked in and out of court to protect and uphold the rights of individuals and to change laws and systems that perpetuate injustice and inequality. Our legal expertise work with clients is focused on the intersections of these legal systems that disproportionately impact Black and Brown communities living in poverty.

BDS represents thousands of people each year who have diverse complex and multi-faceted legal addition to a zealous legal defense our interdisciplinary teams of attorneys social workers and advocates provide a wide range of legal and advocacy services including for housing public benefits education and employment. BDS staff work collaboratively and across disciplines to deliver high-quality legal services that serve the people we represent their families and communities.

The Help Desk Associate provides front-line technical support to BDS users by responding to incidents and requests reported by users through multiple channels: in person voice email IM etc.

Support includes but is not limited to: documenting all relevant information into the system of record; troubleshooting the issue within the parameters of best practice adopted by the IT department; reviewing and resolving assigned tickets; communicating and escalating issues using sound judgment and self-initiative; and deliver the highest level of customer service at all times with all users.

Responsibilities

• Support internal customers through responding to IT service tickets troubleshooting and providing other needed customer support.
• Resolve first-level end-user support issues.
• Apply knowledge of BDS applications such as Windows 11 Outlook MS Office Acrobat CMS and document management systems to troubleshoot and resolve problems.
• Troubleshoot user remote access problems e.g. VPN.
• Assist with installation and maintenance of hardware and software in a Windows environment.
• Create a call tracking ticket for every issue handled including all relevant information in a concise manner.
• Facilitate user account management by handling onboarding change and departure processes.
• Troubleshoot with vendor support to resolve technical issues.
• Configure test troubleshoot smartphones and other devices for domestic and international use ensuring that secured and adequate connectivity is available at the travelers destination.
• Assist with laptop imaging and configuration wipe devices according to BDS guidelines and restore laptop to original configuration upon return.
• Troubleshoot and resolve basic telephone equipment problems.
• Provide AV support - support conference rooms town halls (multi location large audience simultaneous conferencing) and video conferencing.
• Follow up with users to ensure issues have been satisfactorily resolved.
• Meet and exceed SLA standards: close tickets in a timely manner while upholding customer service standards.
• Communicate clear concise step-by-step procedures to users; document troubleshooting steps within tickets and share with others as appropriate.
• Process equipment and software requests and record asset information.
• Perform other duties as assigned.

Qualifications

• BS/BA in Computer Science Information Technology or an equivalent combination of education and/or experience.
• 3 yearsof experience working in a Helpdesk or general IT setting.
• Experience with various Windows OSs Office 365 and other Microsoft family products.
• Basic Active Directory knowledge create accounts reset passwords access controls.
• Experience with hardware troubleshooting including Laptops Monitors External Devices Desktops Mobile Devices Printers.
• Experience handling remote access technology two-factor authentication and troubleshooting
• Experience responding to client inquiries concerning systems operations.
• Ability to provide instruction in use of equipment software and manuals.
• Experience running diagnosis and correcting system hardware software and user problems.
• Good troubleshooting and problem-solving skills.
• Self-Motivated willing to learn and stay up to date with technology.
• Excellent interpersonal and communication skills.

• Ability to manage time and workload effectively.
• Exceptional customer service exude positivityahigh level of organizational knowledge andproblem-solvingskills.
• A desire to make a positive impact on those we serve by providing outstanding service.

Physical Demands:

Ability to sit stand or walk for extended periods of time.

Ability to climb ladders and work in confined spaces such as crawlspaces ceilings

or behind walls when performing installations or maintenance.

Manual dexterity and repetitive use of hands and wrists for operating small tools

computer components keyboards mice and performing cable management.

Ability to lift carry and transport equipment weighing up to fifty (50) pounds.

Ability to read screens and printed materials and communicate effectively in-person

via email phone and virtually.

Position Information

This is a full-time non-exempt salaried position in the collective bargaining unit. This position follows an 8-hour workday scheduled to work between 9:30 a.m. and 5:30 p.m. On occasion overtime could be required on a weekend or evening when there is a project due date or emergency. The position is based at BDSs offices in Downtown Brooklyn but the Help Desk Associate will be expected to travel between all BDS Brooklyn and Queens offices as the need arises and in the case of staff shortages or projects may need to be temporarily assigned to work at one of our Queens offices for extended periods.

BDS determines salary based on education and experience. For this position there is a salary range from $ based on the applicants experience and education. Applicants with more than five years of experience may earn more than the top of the range.

BDS offers comprehensive benefits including health insurance and a 403(b) retirement order to support work/life balance and family-friendly policies BDS has generous vacation sick holiday family and medical leave policies.

Application Instructions

Click Apply Now to submit a cover letter and resume. Please submit your application by June 30 2026.

Brooklyn Defender Services is a proud equal opportunity employer committed to celebrating diversity and maintaining an equitable and inclusive work environment. We strongly encourage candidatesof all identities expressions orientations disabilities and experiences to apply. If you need an accommodation due to a disability or another reason please contact the Managing Director of Human Resources Christina Wallace atcwallace @ .