Northside Center
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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 a pioneer at the intersection of education and behavioral health for Black and Latino children. Several of its programs were the first in Harlem and established the standard of care for many social service agencies. Northside’s founders, Doctors Kenneth, and Mamie Clark were psychologists whose breakthrough Black/White Doll Study was used as evidence in Brown v. Board of Education, which declared public school segregation unconstitutional. The philosophy behind this landmark decision, now on its 70 th anniversary, continues to inspire Northside to create and drive innovative programs that focus on the strengths of families and the importance of children’s self-esteem.
For more information on Northside Center for Child Development, please visit https://www.northsidecenter.org/about/ . We are seeking a proactive and customer-focused Helpdesk Engineer to join our IT support team. This role will focus 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). 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: 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).
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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 a pioneer at the intersection of education and behavioral health for Black and Latino children. Several of its programs were the first in Harlem and established the standard of care for many social service agencies. Northside’s founders, Doctors Kenneth, and Mamie Clark were psychologists whose breakthrough Black/White Doll Study was used as evidence in Brown v. Board of Education, which declared public school segregation unconstitutional. The philosophy behind this landmark decision, now on its 70 th anniversary, continues to inspire Northside to create and drive innovative programs that focus on the strengths of families and the importance of children’s self-esteem.
For more information on Northside Center for Child Development, please visit https://www.northsidecenter.org/about/ . We are seeking a proactive and customer-focused Helpdesk Engineer to join our IT support team. This role will focus 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). 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: 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).
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