Help Desk Analyst

Location: Syosset, NY | Reports to: Chief Technology Officer | Department: Information Technology | Schedule: Full Time / Hybrid

About the role

MercyFirst is a not-for-profit human and social service agency that has been serving children and families in need since we were founded by the Sisters of Mercy/Hermanas de las Misericordia in 1894. Today our agency continues to address the emotional and physical needs of children and families in Brooklyn, Queens, Staten Island and across Long Island through innovative treatments and life-changing interventions. We provide community-based prevention and family foster care services, group homes in the community for struggling children and families within the child welfare and juvenile justice systems, and short-term residential services for unaccompanied migrant children. Each year, MercyFirst serves more than 3,000 children, teenagers and families overcome enormous obstacles, re-imagine their futures and develop their full potential.

The Help Desk Technician Level I will be stationed in our Syosset location on Long Island and will be responsible for assisting staff with onsite tasks outlined below. The technician will also be required to travel to sites within Suffolk and Nassau County and occasionally to Queens and Brooklyn when assistance is needed.

Responsibilities

• Answer help desk calls/help desk emails and assign tickets to appropriate technicians.
• Logging of all tickets and first-level troubleshooting required.
• Create detailed documentation of solutions.
• Troubleshoot any phone issues agency-wide and maintain ownership of tickets that were escalated to phone vendor technicians.
• The position requires frequent travel to agency sites, mainly in Suffolk and Nassau County. A valid NY state driver’s license is required.
• The Help Desk Level 1 Analyst is also responsible for hardware and software support, ordering equipment, providing PC level 1 support when required and for performing other tasks as assigned by the CTO.
• In addition, the Help Desk Level 1 Analyst is responsible for assisting the other help desk technicians as needed and escalating tickets when appropriate.

Qualifications

• Bachelor’s degree in computer science or related field.
• ITIL, A+ and MCE certification preferred.
• Must have and maintain a valid NYS Driver’s License with a satisfactory driving record.
• Pro