IT Helpdesk Technician
1 day ago
Tarrytown
Job Description Reports To: Senior VP of Information Technology Program: IT Location: Tarrytown, NY, and Rockland, NY (Hybrid) Hours Per Week: 35 FLSA Status: Exempt, Full Time Annual Salary: $65,000 Summary Description: The IT Helpdesk Technician will be an integral part of the IT department at GMH, which is committed to supporting all programs and staff, to ensuring services reflect best practices, recipient satisfaction and an overall focus on continuous quality improvement. The IT Helpdesk Technician shall possess a strong technical knowledge, background, and interest supporting the staff and programs of the GMH IT infrastructure with two years or more of experience. The Administrator will work with a person-centered, trauma-informed philosophy in alignment with the values of GMH. Responsibilities: • Provide Tier 1 / Tier 2 technical support to GMH staff by diagnosing and resolving hardware, software, and network-related issues in coordination with the IT department., • Help maintain all of the current software applications used by GMH systems., • Provide support to our off-site locations., • Manage user lifecycle administration by creating, updating, and maintaining user accounts across GMH systems and applications., • Provide support to the Network Administrator on an as-needed basis., • Maintain staff confidence and protect operations by keeping information confidential., • Utilize helpdesk ticketing software, and determine incident type, priority, and category for each issue., • Utilize product information or the solution database to research, troubleshoot, and deliver solutions., • Advise users on the methods, steps, and actions to resolve and avoid future issues and provide documentation as needed., • Collaborate with the Network Administrator to support network infrastructure, troubleshooting, and system maintenance when required., • Configure, ship, and track all new hire equipment for onboarding new employees and ensure proper collection of assets upon employee departures; maintain inventory of all employee-issued assets., • Support installs or upgrades of software or devices, set up user profiles, or reset passwords., • Assist with copier and printer maintenance., • Assist with conference room AV equipment support and maintenance., • Coordinate with vendors for hardware repairs and warranty services., • Support for specific systems, related software deployments, or IT projects as needed., • Any other duties needed to help drive our vision, fulfill our mission, and abide by our organization’s values. Competencies: • Excellent verbal and written communication skills., • Data, analytical, and organizational skills., • Excellent interpersonal skills., • Strong attention to detail and problem-solving skills., • Excellent computer skills. Key Performance Indicators (KPIs): • Respond to support tickets., • Ensures issues are properly resolved the first time., • End-user feedback on support experience. Requirements: • The IT Assistant shall be an IT professional with a minimum of two years’ experience in supporting computer systems, with a strong background and interest in data, and helpdesk support., • High school diploma or equivalent., • College degree preferred., • He/she must demonstrate effective communication and analytical skills, and the ability to work successfully with a wide range of people., • Must be reliable and able to work independently, understand the importance of maintaining confidentiality and consistently exercise good judgment., • Strong computer knowledge: typing, communication tools, scheduling tools and web browsers., • Proficiency in Microsoft Office suite and database management systems., • Fluency in English (Reading, Writing, Speaking)., • Must be and maintain clearance by applicable regulatory clearances as required., • Legally eligible to work in the United States without sponsorship. Special Considerations: • Travel to GMH sites throughout Westchester and Rockland as needed., • Employee may be sitting, performing computer work for extended periods of time., • Hours per week, reporting structure, and location are subject to change per program needs. Mandated Reporter: This is a Mandated Reporter position. The NYS Justice Center legislation defines anyone who has regular and substantial contact with any person with special needs as a “custodian” under the law and, therefore, a mandated reporter. You can be held liable by both the civil and criminal legal systems for intentionally failing to make a report. Greater Mental Health of New York is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Greater Mental Health of New York is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request a reasonable accommodation, contact the Human Resources Department.