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Help Desk Technician

Irvington, NY

Position Overview:
As a Help Desk Technician, you will support the internal systems and tools that keep our agency running efficiently. Your primary responsibilities will be providing level 1 helpdesk support, monitoring and responding to help desk tickets, assisting with system administration, ensuring reliable network connectivity, and providing exceptional technical support to end users. This role requires a hands-on, solutions-oriented professional who thrives in a fast-paced environment and is eager to support a high-performing team.

Key Responsibilities:

  • Serve as the first point of contact for employees seeking technical assistance via phone, email, or ticketing system; log, prioritize, and route issues as needed.
  • Troubleshoot basic hardware, software, and connectivity issues for desktops, laptops, printers, and mobile devices.
  • Provide user support for common applications and systems including Google Workspace, FileMaker, and internal tools; escalating more complex issues to tier 2 or tier 3 support.
  • Provide day-to-day support for internal systems and hardware.
  • Assist in the administration and monitoring of local and remote servers, including hardware configuration, system health, backup verification, and scheduled restarts
  • Assist in the administration of LAN/WLAN infrastructure to ensure consistent and secure connectivity.
  • Support user account maintenance for directory services, Google Workspace, phone systems, and email groups
  • Set up, troubleshoot, and migrate laptops and desktops; maintain inventory of all IT assets
  • Confirm and maintain workstation backup processes
  • Provide support for printers and peripherals (configuration, troubleshooting, toner management)
  • Maintain and organize IT inventory including laptops, stands, accessories, and consumables
  • Track help desk requests through internal tools like Help Desk FM and AssetTiger
  • Support employee onboarding/offboarding through system access setup and hardware provisioning

Qualifications & Skills:

  • Associate degree required (Computer Science, Math, Engineering); Bachelor’s degree preferred
  • Knowledge of Mac and PC operating systems.
  • Exposure to development/scripting languages such as Microsoft SQL, FileMaker, PowerShell, Python, HTML, .Net, Access, PowerBuilder, or Flex, Bash, Javascript is helpful. 
  • Familiarity with ETL processes and report generation tools
  • Excellent problem-solving, written, and verbal communication skills
  • Strong customer service orientation and ability to remain composed under pressure
  • Professional demeanor with a strong sense of accountability and organization
  • Willingness to work flexible hours, including weekends when needed

Salary Range

Our estimated range for this role is $70k - $75k

Compensation packages are based on the skill level and experience each candidate brings to their role. There may also be a more senior or junior position available that could be a better fit with your expertise. Each level has its own compensation range.

We pride ourselves on competitive salaries, and ensuring pay equity exists across our organization. We benchmark each position against existing employee competencies and 4As compensation data which includes geographic and agency size benchmarks. We also meet with department leaders 3x/year to ensure we are supporting employees in living into their full potential.  Our promotions are not limited to a specific time per year. Promotions are tied to performance.  

Right To Work In The US

You must be authorized to work in the US for any employer. 

We are in the office Tuesday/Wednesday/Thursday on a hybrid schedule. We look forward to meeting you!

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