IT Helpdesk Support

Make a Difference Every DayAt The Child Center of NY we believe every child deserves the opportunity to thrive. Each year we serve thousands of children youth and families across New York City through early childhood education behavioral health youth development residential treatment health services and family support youre working directly with children or supporting the people who do your work will help strengthen families and transform a mission-driven organization where your work OverviewWe are seeking a seasoned and service-oriented Helpdesk Support professional to join our Technology this role the selected candidate will provide high-quality end-user support across multiple office locations ensuring the effective resolution of hardware software connectivity and account-related issues in a Microsoft-based environment. This position will also support operational stability through strong documentation asset oversight cloud-based user administration via Microsoft Entra and close coordination with senior technology staff to improve efficiency reliability and user Functions:Respond to help desk tickets phone calls and walk-up support requestsTroubleshoot hardware software peripheral and connectivity issuesOwn and manage the help desk ticket queueEscalate unresolved or advanced technical issues to senior IT staffCoordinate deployment and setup of IT equipmentPerform onboarding and offboarding technology tasksMaintain accurate IT asset inventory recordsAdminister cloud-based identity and access management using Microsoft EntraSupport Microsoft 365 administrationPerform basic network troubleshooting for LAN Wi-Fi and VPNDevelop and maintain internal knowledge base articles and SOPsIdentify recurring technical issues and recommend improvementsCoordinate with third-party vendors and service providersMonitor system alerts and respond to infrastructure notificationsParticipate in IT projects system rollouts and technology upgradesQualifications:Associate degree in Information Technology Computer Science or a related field or equivalent work experience.4 years of progressive experience in technical support IT support or help desk operations in a Microsoft Windows experience with help desk or ticket management understanding of TCP/IP LAN Wi-Fi and VPN networking concepts and supporting Microsoft 365 including Exchange Online Teams and knowledge of Microsoft Entra (Azure AD) for identity and access communication skills both written and interpersonal skills to build relationships and foster a positive work in New York state is a prerequisite for this A Network or Microsoft 365 Certified: Fundamentals certification with Microsoft Entra ID (Azure AD) conditional access policies and hybrid identity environments experience in a similar role in a nonprofit environment with endpoint management tools such as Microsoft Intune or SCCM preferred.