IT Service Desk Specialist

About the role

Little Flower is seeking a detail-oriented and technically proficient IT Service Desk Specialist to support end users across the organization.

Principle Responsibilities

• Technical Support: Provide technical support for end-users via phone, email, ticketing system, and in-person
• Windows user profile configurations and troubleshooting: Set up new user profiles and troubleshoot profile issues
• Desktop environments and personalization settings: Configure desktop environments and personalization settings
• Microsoft 365 and email support: Set up and troubleshoot Microsoft 365 desktop applications, outlook profiles and configurations
• Email delivery, synchronization, and attachment issues: Resolve email delivery, synchronization, and attachment issues
• Email signatures, rules, and auto-replies: Configure email signatures, rules, and auto-replies
• Calendar sharing and meeting scheduling: Assist with calendar sharing and meeting scheduling
• File access and storage solutions: Set up and modify folder permissions and access controls
• File shares and OneDrive synchronization issues: Manage file shares and OneDrive synchronization issues
• SharePoint document library access and permissions: Assist with SharePoint document library access and permissions
• File recovery and version history: Provide comprehensive printer and peripheral support
• Printer and peripheral support: Install and configure network and local printers
• Troubleshoot printing issues: Troubleshoot printing issues (paper jams, connectivity, driver problems)
• Replace toner cartridges and perform basic printer maintenance: Replace toner cartridges and perform basic printer maintenance
• Set up scanning to email and network folders: Set up scanning to email and network folders
• Connectivity and remote access issues: Troubleshoot VPN connection problems
• Wi-Fi connectivity, configuration, and troubleshooting: Assist with Wi-Fi connectivity, configuration, and troubleshooting
• Remote desktop and application access: Resolve connectivity and remote access issues
• Hardware: Workstations, laptops, mobile devices, VOIP phones, printers, and video conferencing equipment
• Software: Microsoft 365 suite (Office apps, Email, Teams, SharePoint), Zoom, Adobe, Sage, and other line-of-business applications
• Infrastructure: Windows 10/11, file shares, print services, network connectivity
• Security: Password resets, account lockouts, Trend Micro endpoint protection
• Configure and deploy new hardware and software for staff members: Configure and deploy new hardware and software for staff members
• Escalate complex technical issues to the IT Service Desk: Escalate complex technical issues to the IT Service Desk
• Lead when appropriate: Lead when appropriate
• Service Management: Create, update, and manage support tickets in the ticketing system
• Document troubleshooting steps and resolutions to build the knowledge base: Document troubleshooting steps and resolutions to build the knowledge base
• Follow established support procedures and SLAs: Follow established support procedures and SLAs
• Maintain accurate inventory of IT assets including hardware and software licenses: Maintain accurate inventory of IT assets including hardware and software licenses
• Aid with basic user account management in Active Directory and Azure AD: Aid with basic user account management in Active Directory and Azure AD

Minimum Requirements

• Education: Associate's degree in Information Technology, Computer Science, or related field; relevant technical certifications (CompTIA A+, Microsoft certifications) may substitute
• Experience: 1+ years in IT support or help desk role; healthcare IT experience preferred
• Technical Skills: Working knowledge of Windows 10/11, Microsoft 365 suite, basic networking, and hardware troubleshooting
• Service Skills: Experience with ticketing systems and basic ITIL concepts
• Soft Skills: Strong customer service orientation, excellent communication skills, ability to explain technical concepts to non-technical users
• Organization: Detail-oriented with ability to prioritize multiple requests in a fast-paced environment

Preferred Qualifications

• Demonstrates patience and empathy when working with users of varying technical abilities
• Shows initiative in solving problems and improving service delivery
• Possesses a strong desire to learn and grow technical skills
• Adapts quickly to new technologies and changing environments
• Has experience working in healthcare or social services organizations

Travel Requirements

This position is located in Wading River, NY with periodic travel to other locations in New York City. A valid NY driver’s license is required.