Help Desk Associate, IT Department

BDS is a public defense office representing low-income New Yorkers in criminal, family, immigration, and civil legal matters. For 30 years, BDS has worked, in and out of court, to protect and uphold the rights of individuals and to change laws and systems that perpetuate injustice and inequality. Our legal expertise work with clients is focused on the intersections of these legal systems that disproportionately impact Black and Brown communities living in poverty.

BDS represents thousands of people each year who have diverse, complex, and multi-faceted legal needs. In addition to a zealous legal defense, our interdisciplinary teams of attorneys, social workers and advocates provide a wide range of legal and advocacy services, including for housing, public benefits, education, and employment. BDS staff work collaboratively and across disciplines to deliver high-quality legal services that serve the people we represent, their families and communities.

The Help Desk Associate provides front-line technical support to BDS users by responding to incidents and requests reported by users through multiple channels: in person, voice, email, IM, etc.

Support includes but is not limited to: documenting all relevant information into the system of record; troubleshooting the issue within the parameters of best practice adopted by the IT department; reviewing and resolving assigned tickets; communicating and escalating issues using sound judgment and self-initiative; and deliver the highest level of customer service at all times with all users.

Responsibilities

• Support internal customers through responding to IT service tickets, troubleshooting, and providing other needed customer support.

• Resolve first-level end-user support issues.

• Apply knowledge of BDS applications such as Windows 11, Outlook, MS Office, Acrobat, CMS and document management systems to troubleshoot and resolve problems.

• Troubleshoot user remote access problems, e.g., VPN.

• Assist with installation and maintenance of hardware and software in a Windows environment.

• Create a call tracking ticket for every issue handled, including all relevant information in a concise manner.

• Facilitate user account management by handling onboarding, change and departure processes.

• Troubleshoot with vendor support to resolve technical issues.

• Configure, test, troubleshoot smartphones and other devices for domestic and international use ensuring that secured and adequate connectivity is available at the traveler’s destination.

• Assist with laptop imaging and configuration, wipe devices according to BDS guidelines and restore laptop to original configuration upon return.

• Troubleshoot and resolve basic telephone equipment problems.

• Provide AV support - support conference rooms, town halls (multi location large audience simultaneous conferencing), and video conferencing.

• Follow up with users to ensure issues have been satisfactorily resolved.

• Meet and exceed SLA standards: close tickets in a timely manner, while upholding customer service standards.

• Communicate clear, concise, step-by-step procedures to users; document troubleshooting steps within tickets and share with others as appropriate.

• Process equipment and software requests and record asset information.

• Perform other duties as assigned., This is a full-time, non-exempt, salaried position in the collective bargaining unit. This position follows an 8-hour workday, scheduled to work between 9:30 a.m. and 5:30 p.m. On occasion, overtime could be required on a weekend or evening when there is a project due date or emergency. The position is based at BDS’s offices in Downtown Brooklyn, but the Help Desk Associate will be expected to travel between all BDS Brooklyn and Queens offices as the need arises, and in the case of staff shortages, or projects, may need to be temporarily assigned to work at one of our Queens offices for extended periods.

• BS/BA in Computer Science, Information Technology, or an equivalent combination of education and/or experience.

• 3+ years of experience working in a Helpdesk or general IT setting.

• Experience with various Windows OS’s, Office 365, and other Microsoft family products.

• Basic Active Directory knowledge - create accounts, reset passwords, access controls.

• Experience with hardware troubleshooting including Laptops, Monitors, External Devices, Desktops, Mobile Devices, Printers.

• Experience handling remote access technology, two-factor authentication and troubleshooting

• Experience responding to client inquiries concerning systems operations.

• Ability to provide instruction in use of equipment, software, and manuals.

• Experience running diagnosis and correcting system hardware, software, and user problems.

• Good troubleshooting and problem-solving skills.

• Self-Motivated, willing to learn and stay up to date with technology.

• Excellent interpersonal and communication skills.

• Ability to work well as part of a team.

• Ability to work effectively in stressful situations.

• Ability to manage time and workload effectively.

• Exceptional customer service skills. You exude positivity, a high level of organizational knowledge and problem-solving skills.

• A desire to make a positive impact on those we serve by providing outstanding service.

Physical Demands:

• Ability to sit, stand, or walk for extended periods of time.

• Ability to climb ladders and work in confined spaces, such as crawlspaces, ceilings,

or behind walls when performing installations or maintenance.

• Manual dexterity and repetitive use of hands and wrists for operating small tools,

computer components, keyboards, mice and performing cable management.

• Ability to lift, carry, and transport equipment weighing up to fifty (50) pounds.

• Ability to read screens and printed materials, and communicate effectively in-person,

via email, phone, and virtually.

BDS determines salary based on education and experience. For this position, there is a salary range from $65,000-75,000 based on the applicant’s experience and education. Applicants with more than five years of experience may earn more than the top of the range.

BDS offers comprehensive benefits including health insurance and a 403(b) retirement plan. In order to support work/life balance and family-friendly policies, BDS has generous vacation, sick, holiday, family, and medical leave policies.