Help desk associate - full time; 9171-321-n

For 125 years, Catholic Charities Brooklyn and Queens has been providing quality social services to the neighborhoods of Brooklyn and Queens, and currently offers 160-plus programs and services for children, youth, adults, seniors, and those struggling with mental illness.

STATEMENT OF THE JOB:

The Help Desk Associate’s role is to provide a single point of contact for end users to receive support and maintenance within the organization’s desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC, phone and peripheral equipment to ensure optimal performance. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion and provide end-user assistance where required.

Helpdesk Support, “Moves, Adds, and Changes”, and Incident Management

• Receive, respond to, and resolve incoming calls, emails, and service requests concerning desktop, software, hardware, connectivity, and communication issues.
• Create, manage, track, and resolve end-user incidents and service requests in ServiceNow, ensuring accurate documentation, timely updates, and appropriate ticket closure.
• Troubleshoot and resolve technical issues within established service levels, escalating complex or unresolved problems to advanced support teams as necessary.
• Coordinate with the MSP regarding ticket assignments, escalations, service notifications, and issue resolution.
• Provide timely and professional communication to end users regarding the status and resolution of their requests.
• Prepare, configure, and deploy desktops, laptops, mobile phones, and other IT equipment for new employees.
• Process approved moves, adds, and changes (MAC) requests submitted by authorized managers.

Desktop, Hardware, and Software Support

• Install, configure, test, maintain, and troubleshoot end-user workstations, laptops, peripherals, and associated software.
• Diagnose and resolve desktop hardware, operating system, application, and connectivity issues.
• Ensure physical workstation connections, cabling, and peripheral devices are properly configured and operational.
• Troubleshoot networking and connectivity issues, collaborating with network and other technical teams as required.
• Document equipment failures, repairs, installations, replacements, and removals accurately.
• Coordinate with third-party technical support providers and equipment vendors when necessary.

IT Asset and Inventory Management

• Maintain accurate inventories of desktops, laptops, monitors, mobile devices, peripherals, and related equipment.
• Record equipment assignments, transfers, repairs, replacements, and disposals in designated asset management systems.
• Assist with equipment recovery during employee departures, relocations, and hardware replacement activities.
• Assist in capacity planning and forecasting future desktop hardware and equipment requirements.

Information Security and Compliance

• Identify and promptly report suspected cybersecurity incidents, including phishing attempts, malware infections, suspicious system activity, lost or stolen devices, and potential unauthorized access.
• Escalate suspected security incidents to IT Team members in accordance with established incident response procedures.
• Assist with remediation of endpoint security vulnerabilities and compliance findings under the direction of IT personnel.
• Identify and report noncompliant equipment, unauthorized software, insecure configurations, and user activities that may violate Agency cybersecurity policies.
• Handle Agency information, in accordance with applicable privacy, security, and data protection requirements.
• Follow established procedures for secure device provisioning, reassignment, decommissioning, and data sanitization.
• Reinforce cybersecurity awareness and safe computing practices when assisting end users.
• Perform other related duties as assigned by the supervisor.

IT Operations, Coordination, and Continuous Improvement

• Collaborate with the IT Team to maintain an efficient and reliable end-user computing environment.
• Assist in identifying recurring technical issues and recommend improvements to Helpdesk procedures and desktop support practices.
• Contribute to the development and maintenance of technical documentation, troubleshooting guides, knowledge base articles, and standard operating procedures.
• Assist in improving service delivery, operational efficiency, and the overall end-user experience.

QUALIFICATIONS:

• High school diploma or GED required
• Technical certification preferred
• Hands-on hardware troubleshooting experience, with email, logon, medial system logon, printing, networking, PC,
• Basic equipment support experience with desktops and printers
• Ability to operate tools, components, and peripheral accessories include running cat 5 wiring and terminations
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to conduct logical research into PC issues and products as required.
• Effective interpersonal skills and relationship-building skills
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong customer-service orientation.
• Must be able to lift and carry packages up to 40 lbs and 8 cubic feet in size e.g. lifting and transporting computers.
• Able to sit, stand, & walk for extended periods of time.

BENEFITS:

We offer competitive salary and excellent benefits including:

• Generous time off (Vacation/ Personal Days/ Sick Days/ Paid Holidays annually)
• Medical
• Dental
• Vision
• Retirement Savings with Agency Match
• Transit
• Flexible Spending Account
• Life insurance
• Public Loan Forgiveness Qualified Employer
• Training Series and other additional voluntary benefits.

For more information on our organization, please visit our website at: www.ccbq.org EOE/AA.