60942 Admin- IT- Helpdesk Support

Essential Functions

• Help Desk & End-User Support
  • Respond to help desk tickets, phone calls, and walk-up support requests
  • Troubleshoot hardware, software, peripheral, and connectivity issues
  • Own and manage the help desk ticket queue
  • Escalate unresolved or advanced technical issues to senior IT staff
• Equipment Deployment & Asset Management
  • Coordinate deployment and setup of IT equipment
  • Perform onboarding and offboarding technology tasks
  • Maintain accurate IT asset inventory records
• Cloud Administration & Systems Support
  • Administer cloud-based identity and access management using Microsoft Entra
  • Support Microsoft 365 administration
  • Perform basic network troubleshooting for LAN, Wi-Fi, and VPN
• Documentation & Process Improvement
  • Develop and maintain internal knowledge base articles and SOPs
  • Identify recurring technical issues and recommend improvements
• Vendor Coordination & Infrastructure Support
  • 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

Supervisory Responsibilities

Minimum Qualifications

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent work experience
• 3 to 5 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 networking 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 communication skills, both written and verbal
• Strong interpersonal skills to build relationships and foster a positive work environment
• Living in New York state is a prerequisite for this position

Preferred Qualifications

• CompTIA A+, Network+, or Microsoft 365 Certified: Fundamentals certification
• Experience with Microsoft Entra ID (Azure AD) conditional access policies and hybrid identity environments
• Previous experience in a similar role in a nonprofit environment
• Familiarity with endpoint management tools such as Microsoft Intune or SCCM

Job Behavioral Expectations

• Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures
• Safe and successful performance, including meeting productivity standards
• Maintain an understanding of the principles, methods and processes needed to perform the job
• Attends staff meetings, seminars and in-service training as assigned
• Demonstrates the ability to complete work in an acceptable manner by the time and/or date established with accuracy and minimal errors

Physical Demands and Work Environment

• Ability to work in an office and multi-site support environment with frequent computer and phone use
• Capable of lifting up to 50 lbs. when moving or setting up IT equipment
• Travel between NYC office locations as needed, approximately 3 or more times per week