Help Desk and Technology Support

Start Immediately. Anticipated length of Assignment: 3-4 months 24-30 hour a week Hybrid Position (in office in Cedar Knolls 1-2 days a week)

• Provide Tier II technical support for Windows 11 based computers and MS 365 Applications
• Troubleshoot and resolve issues escalated from helpdesk
• Support user account management, password resets, access requests, and workstation setup.
• Assist with contact center technologies including telephony, CRM, and knowledge management systems.
• Coordinate with vendors and IT service providers to resolve technical issues.
• Administrative Grant Support including contacting vendors for quotes.
• Document support requests, resolutions, and recurring system issues through help desk system
• Assist with equipment deployment, software installations, and technology upgrades.
• Monitor cybersecurity, compliance, and quality measures through MS 365 administrative tools.
• Onboarding and offboarding staff.
• Develop and update user guides, procedures, and knowledge base resources as needed.
• Train staff on basic technology use and troubleshooting practices.

• Associate degree or equivalent experience in Information Technology or a related field.
• Minimum of 2-3 years of technical support or help desk experience.
• Working knowledge of Microsoft 365, Windows operating systems, remote support tools, and user account administration.
• Strong problem-solving, communication, and customer service skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

Preferred Experience

• Experience in nonprofit, human services, healthcare, or government environments.
• Experience supporting call center, contact center, or customer service technology environments preferred.
• Familiarity with VoIP phone systems, call center platforms, CRM systems
• Utilizing Co-Pilot to create workflow or reporting efficiencies.
• Experience supporting organizations with 100+ employees.