Desktop Support Technician

Family Services of Westchester is seeking a Full-Time Desktop Support Technician to join our Information Technology team located in Tarrytown, NY.

This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal performance for our colleagues. As well as providing end-user guidance and improve adoption of technologies deployed. The position will troubleshoot problem areas (in person, by telephone) in a timely and accurate fashion and provide end-user assistance where required. All work is logged and tracked in a central ticket management system.

RESPONSIBILITES

• Receive and respond to incoming phone calls, and/or tickets regarding end user technical issues and requests
• Troubleshoot, identify and repair hardware and network connectivity issues (WAN)
• Setup, maintain, diagnose and troubleshoot problems with Windows operating system and various software applications, file-sharing, telephone, and printing.
• Administer and resolve issues with associated end-user workstation network software products
• Add, delete and change user profiles in Active Directory for user management
• Write, update, maintain documentation; end-user and internal (IT)
• Document common issues/causes/solutions, create user and web based guides as well as FAQ's into the knowledgebase.
• Update ticketing system tickets appropriately, include all relevant information related to troubleshooting and results.
• Ensure tickets are completed within agreed SLA's
• Ability to support remote users, establish VPN and remote desktop for all remote users

Do you have experience in Ticketing system technical support?, Do you have a High school diploma or GED?, * Ticket management, specifically ServiceNow, experience preferred. Must have experience in working with an enterprise Ticket management system.

• Display high-energy, self-motivation, flexibility and an ability to multitask and prioritize demands in a fast-paced environment. Must possess a keen attention to detail and an ability work effectively under pressure
• Healthcare IT background preferred, not a must. Experience supporting and maintaining Electronic Medical Records system, e.g. CareLogic, eClinicalWorks and peripherals
• Excellent knowledge of desktop and laptop PC hardware
• Working technical knowledge of current networking protocols, operating systems, and standards
• Ability to operate tools, components, and peripheral accessories, EDUCAITON/CERTIFICATIONS
• High School diploma and minimum of 1 year work experience in related field
• ITIL Certification -( a plus), * Minimum 1-3 years experience in an IT support role
• Excellent knowledge of desktop and laptop PC hardware
• Networking experience; patching, troubleshooting and basic configuration
• Microsoft certifications; Windows OS, Office suite and O365- ( a plus)
• Experience using remote control software, such as TeamViewer, Windows Remote Desktop Connection
• Knowledge on the concepts for Active Directory with the ability to perform password resets, add/transfers/terminations. Knowing GPO management- (a plus)
• Working experience of Microsoft Office 365, incl. Intune MDM · Experience using collaboration tools such as Microsoft Teams, and ZOOM- (preferred)
• Experience in working with, and setting up, video conferencing units, such as Microsoft Teams Room solutions and Poly units-(preferred)
• Must be a very organized individual with the ability to clearly document their work in accordance with office procedures
• Must have experience in administrative, incident response, and operational responsibilities
• Experience with Virtual Infrastructure such as VMWare or Azure Virtual Desktop- (a plus)

SKILLS

• Able to read and understand technical manuals, procedural documentation and OEM guides
• Demonstrate strong customer service skills
• Demonstrate strong written and verbal communication skills
• Team-focused collaborator
• Highly organized, self-directed
• Engaged in learning and continuous quality improvement, Are you able to regularly travel between multiple work sites during the workday using your own reliable transportation?
• Are you able to work a 7.5-hour shift possibly starting as early as 8am or finishing as late as 6pm, along with a 9-2 Saturday shift on a rotational basis?
• Do you have at least one year experience working with an enterprise ticket management system, such as ServiceNow or something similar?
• Are you Ok that this is not a remote position and a fulltime in office position?
• Do you have experience doing phone support in an IT Service Desk environment?
• Are you capable of occasionally lifting 25lbs?

Pulled from the full job description

• 403(b)
• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Dental insurance
• Flexible spending account, There are a variety of benefits to joining Family Services of Westchester, an organization with over 65 years of history impacting vulnerable communities. In addition to the opportunity to connect with and help thousands of residents in Westchester County, FSW offers its employees an inspiring, diverse and team-based work environment with comprehensive benefits including medical, dental, life insurance, flexible spending accounts, 403(b) and generous paid time off.

At FSW, we enjoy working in a collaborative, mission-driven environment and value the benefits of a diversified workplace that prioritizes our clients and the communities we serve. If you want to make a difference in the lives of thousands of people across the communities of Westchester, and this position speaks to your capabilities, experience and commitment to social service, please complete the online application on Indeed.com, upload your resume and cover letter with salary requirements. Qualified candidates will be contacted by phone and/or email.

Family Services of Westchester is an equal opportunity employer.

Pay: $26.65 - $28.21 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Family Services of Westchester, Inc. (FSW) provides mental health and social services that strengthen and support families, children and individuals at every stage of their lives. Serving 30,000 people a year, including 20,000 children, with nearly 50 innovative programs, including counseling, education and support, FSW is a pillar of health in the Westchester community. FSW is an essential network of services for underserved Westchester residents, here to create hope, restore dignity and connect families with the resources to get back on track.