New York City Housing Development Corporation
Junior Help Desk Technician
New York City Housing Development Corporation, New York, New York, us, 10261
Position Summary
The Junior Help Desk Technician will be responsible for providing a wide variety of IT assistance to users. This includes responding to calls, documenting service tickets, and providing basic troubleshooting for desktops, laptops, mobile devices and conference room AV equipment. We are looking for a detail-oriented person with strong customer service skills.
Area of Talent Information Technology
Position Type Full Time/ Non-Exempt
Salary Range $60,000 - $75,000
Office Location NYC/Financial District
Job Responsibilities
Respond to end-user requests for technical assistance by phone, email, or ticketing system.
Troubleshoot and resolve basic computer, application, system, device, access, or performance issues. Use established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.
Collect information about problems and lead users through diagnostic procedures to determine sources of errors, determine whether problems are caused by hardware or software and then dispatch trouble tickets to IT staff detailing all necessary information and response priority. Log and track issues using the Helpdesk software, and determine incident type, priority, and category for each issue.
Utilize product information or solution database to research, troubleshoot, and deliver solutions.
Advise users on the methods, steps, and actions to resolve and avoid future issues and provide documentation as needed.
Escalate problems to appropriate levels or teams to achieve issue resolution.
Configure, ship, and track all new hire equipment for onboarding new employees and ensure proper collection of assets upon employee departures; maintain inventory of all employee-issued assets.
May support installs or upgrades of software or devices, set up user profiles, or reset passwords.
Assist with copier and printer maintenance.
Assist with conference room AV equipment support and maintenance.
Coordinate with vendors for hardware repairs and warranty services.
Support for specific systems, related software deployments, or IT projects as needed.
Provide any additional operational support that the company deems necessary.
Required Qualifications
Associate degree and at least 1 year of IT experience
1-3 years of related IT experience
Minimum one-year experience working with IT equipment
Excellent troubleshooting skills: ability to effectively assist users, resolve issues and elevate as necessary
Experience configuring and troubleshooting Microsoft Windows
Experience in troubleshooting desktop and mobile device issues
Demonstrated problem-solving abilities
Strong communications, organizational and interpersonal skills
Demonstrated ability to work independently and as part of a team
Ability to work in a fast-paced environment and demonstrate grace under pressure
Ability to work effectively in a team environment. Display effective communication and coordinate with all team members, due to the unpredictable nature of Helpdesk work
Preferred Qualifications
IT Certifications applicable to desktop and mobile computer support
Advanced knowledge of Microsoft Office and Mobile technologyExperience with Windows 11, Active Directory and Entra ID, Adobe Acrobat Pro
Experience troubleshooting conference room AV, particularly Polycom devices
Submission Requirements It is strongly preferred that you submit a cover letter with your resume. You may also fax your resume and cover letter to (212) 227-6816.
Benefits
Health Benefits at a reasonable cost
Dental and Vision Benefits at no cost
Retirement savings plan with a generous match and a pension plan
Paid holiday, vacation, sick time and parental leave
Professional development opportunities
Public Service Loan Forgiveness for eligible employees
Wellness reimbursement
Back-up Caregiver Benefit
Equal Opportunity HDC is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. HDC is committed to the full inclusion of all qualified individuals. As part of this commitment, HDC will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please complete the reasonable accommodations section on the application or contact Human Resources by emailing jobs@NYCHDC.com.
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Area of Talent Information Technology
Position Type Full Time/ Non-Exempt
Salary Range $60,000 - $75,000
Office Location NYC/Financial District
Job Responsibilities
Respond to end-user requests for technical assistance by phone, email, or ticketing system.
Troubleshoot and resolve basic computer, application, system, device, access, or performance issues. Use established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.
Collect information about problems and lead users through diagnostic procedures to determine sources of errors, determine whether problems are caused by hardware or software and then dispatch trouble tickets to IT staff detailing all necessary information and response priority. Log and track issues using the Helpdesk software, and determine incident type, priority, and category for each issue.
Utilize product information or solution database to research, troubleshoot, and deliver solutions.
Advise users on the methods, steps, and actions to resolve and avoid future issues and provide documentation as needed.
Escalate problems to appropriate levels or teams to achieve issue resolution.
Configure, ship, and track all new hire equipment for onboarding new employees and ensure proper collection of assets upon employee departures; maintain inventory of all employee-issued assets.
May support installs or upgrades of software or devices, set up user profiles, or reset passwords.
Assist with copier and printer maintenance.
Assist with conference room AV equipment support and maintenance.
Coordinate with vendors for hardware repairs and warranty services.
Support for specific systems, related software deployments, or IT projects as needed.
Provide any additional operational support that the company deems necessary.
Required Qualifications
Associate degree and at least 1 year of IT experience
1-3 years of related IT experience
Minimum one-year experience working with IT equipment
Excellent troubleshooting skills: ability to effectively assist users, resolve issues and elevate as necessary
Experience configuring and troubleshooting Microsoft Windows
Experience in troubleshooting desktop and mobile device issues
Demonstrated problem-solving abilities
Strong communications, organizational and interpersonal skills
Demonstrated ability to work independently and as part of a team
Ability to work in a fast-paced environment and demonstrate grace under pressure
Ability to work effectively in a team environment. Display effective communication and coordinate with all team members, due to the unpredictable nature of Helpdesk work
Preferred Qualifications
IT Certifications applicable to desktop and mobile computer support
Advanced knowledge of Microsoft Office and Mobile technologyExperience with Windows 11, Active Directory and Entra ID, Adobe Acrobat Pro
Experience troubleshooting conference room AV, particularly Polycom devices
Submission Requirements It is strongly preferred that you submit a cover letter with your resume. You may also fax your resume and cover letter to (212) 227-6816.
Benefits
Health Benefits at a reasonable cost
Dental and Vision Benefits at no cost
Retirement savings plan with a generous match and a pension plan
Paid holiday, vacation, sick time and parental leave
Professional development opportunities
Public Service Loan Forgiveness for eligible employees
Wellness reimbursement
Back-up Caregiver Benefit
Equal Opportunity HDC is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. HDC is committed to the full inclusion of all qualified individuals. As part of this commitment, HDC will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please complete the reasonable accommodations section on the application or contact Human Resources by emailing jobs@NYCHDC.com.
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