Northside Center for Child Development
About Northside
Northside Center for Child Development serves over 4,000 children annually through high-quality, outcomes-driven behavioral health, early childhood, and enrichment services. With over $30 million in annual funding, the organization provides children and their families with the support they need to overcome adversity, thrive, and pursue their dreams. Northside has been a staple of the Harlem community since its founding in 1946 and is a pioneer at the intersection of education and behavioral health for Black and Latino children. For more information on Northside Center for Child Development, please visit https://www.northsidecenter.org/about/. About The Role
We are seeking a proactive and customer-focused
Helpdesk Engineer
to join our IT support team. This role focuses on providing Tier 1 and Tier 2 support for desktop configurations, Office 365 platform services, and Windows environments. You’ll be the first point of contact for users needing assistance, ensuring timely resolution of issues and maintaining a high standard of service delivery. Key Responsibilities
Provide technical support to end-users via phone, email, chat, and in-person for hardware, software, and network-related issues Configure, deploy, and troubleshoot Windows desktops and laptops (Windows 10/11) Manage and support Office 365 applications, including Outlook, Teams, SharePoint, and OneDrive Install, configure, and update desktop software, operating systems, and patches as needed Set up and manage user accounts, permissions, and group memberships via Active Directory and Office 365 Admin Center Maintain inventory of IT hardware and software assets Assist with user onboarding/offboarding, ensuring proper equipment setup and access provisioning Escalate unresolved issues to appropriate technical teams and coordinate follow-ups Create and maintain detailed documentation for procedures, known issues, and troubleshooting steps Support and troubleshoot mobile device access to corporate resources (iOS/Android) Provide network troubleshooting for end-users (Wi-Fi connectivity, VPN access, printer configuration) Qualifications
Required: 2–4 years of experience in a Helpdesk, Service Desk, or Desktop Support role Strong hands-on experience with Windows OS (Windows 10, Windows 11) configuration and troubleshooting Proficient in supporting Office 365 suite applications and services Basic understanding of Active Directory, Exchange Online, and cloud authentication (Azure AD is a plus) Familiarity with common hardware platforms (laptops, desktops, mobile devices, printers) Excellent problem-solving skills with a focus on root-cause analysis Strong verbal and written communication skills; ability to explain technical information to non-technical users Customer service mindset with an emphasis on patience, professionalism, and follow-through Preferred: Experience using helpdesk ticketing systems (e.g., ServiceNow, Jira Service Desk, Zendesk) Basic knowledge of ITIL processes Exposure to remote support tools (e.g., Remote Desktop, Microsoft Endpoint Manager) Certifications such as CompTIA A+, Microsoft 365 Fundamentals (MS-900), or MD-102 (Endpoint Administrator Associate) are a plus Education
Associate or Bachelor’s Degree in Information Technology, Computer Science, or related field (or equivalent hands-on experience) Seniorities
Entry level Employment type
Full-time Job function
Information Technology Industries
Mental Health Care
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Northside Center for Child Development serves over 4,000 children annually through high-quality, outcomes-driven behavioral health, early childhood, and enrichment services. With over $30 million in annual funding, the organization provides children and their families with the support they need to overcome adversity, thrive, and pursue their dreams. Northside has been a staple of the Harlem community since its founding in 1946 and is a pioneer at the intersection of education and behavioral health for Black and Latino children. For more information on Northside Center for Child Development, please visit https://www.northsidecenter.org/about/. About The Role
We are seeking a proactive and customer-focused
Helpdesk Engineer
to join our IT support team. This role focuses on providing Tier 1 and Tier 2 support for desktop configurations, Office 365 platform services, and Windows environments. You’ll be the first point of contact for users needing assistance, ensuring timely resolution of issues and maintaining a high standard of service delivery. Key Responsibilities
Provide technical support to end-users via phone, email, chat, and in-person for hardware, software, and network-related issues Configure, deploy, and troubleshoot Windows desktops and laptops (Windows 10/11) Manage and support Office 365 applications, including Outlook, Teams, SharePoint, and OneDrive Install, configure, and update desktop software, operating systems, and patches as needed Set up and manage user accounts, permissions, and group memberships via Active Directory and Office 365 Admin Center Maintain inventory of IT hardware and software assets Assist with user onboarding/offboarding, ensuring proper equipment setup and access provisioning Escalate unresolved issues to appropriate technical teams and coordinate follow-ups Create and maintain detailed documentation for procedures, known issues, and troubleshooting steps Support and troubleshoot mobile device access to corporate resources (iOS/Android) Provide network troubleshooting for end-users (Wi-Fi connectivity, VPN access, printer configuration) Qualifications
Required: 2–4 years of experience in a Helpdesk, Service Desk, or Desktop Support role Strong hands-on experience with Windows OS (Windows 10, Windows 11) configuration and troubleshooting Proficient in supporting Office 365 suite applications and services Basic understanding of Active Directory, Exchange Online, and cloud authentication (Azure AD is a plus) Familiarity with common hardware platforms (laptops, desktops, mobile devices, printers) Excellent problem-solving skills with a focus on root-cause analysis Strong verbal and written communication skills; ability to explain technical information to non-technical users Customer service mindset with an emphasis on patience, professionalism, and follow-through Preferred: Experience using helpdesk ticketing systems (e.g., ServiceNow, Jira Service Desk, Zendesk) Basic knowledge of ITIL processes Exposure to remote support tools (e.g., Remote Desktop, Microsoft Endpoint Manager) Certifications such as CompTIA A+, Microsoft 365 Fundamentals (MS-900), or MD-102 (Endpoint Administrator Associate) are a plus Education
Associate or Bachelor’s Degree in Information Technology, Computer Science, or related field (or equivalent hands-on experience) Seniorities
Entry level Employment type
Full-time Job function
Information Technology Industries
Mental Health Care
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