Helpdesk Technician
MSCCN - New York City, NY
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If you are a current YAI employee, please click this link to apply through your Workday account. ( Helpdesk Technicians serve as the first point of contact for technology-related needs, providing seamless support to the organization by receiving, logging, and resolving IT-related inquiries, requests and challenges. Interacts with YAI staff/end users by phone, chat and email to determine and troubleshoot equipment, connection, software or other IT issues through various channels, ensuring clear communication, collaboration and use of available technology. Appropriately documents and escalates complex issues requiring further investigation, specialized attention and/or field support assistance and assigns cases accordingly. Participates in IT initiatives and special projects, as requested Key/Essential Functions & Responsibilities Regularly interacts with end users to receive and provide technical assistance with IT-related email and phone requests, including password resets, software, phone and equipment issues and device configuration. Provides real-time solutions for a range of technical problems to end users with varying technical abilities by phone, chat or email, documenting interactions appropriately/completely through tickets in the helpdesk ticketing system. Effectively troubleshoots technical issues remotely by engaging with end users to identify potential causes and solutions, communicating clear, easy to follow steps for end users to solve technical problems and by leveraging available technology when appropriate. Recognizes complex issues or circumstances that may require additional or hands-on support and offers solutions, including field support assistance, as appropriate. Resolves tickets within the agreed-upon service level agreements (SLAs) and escalates complex issues to specialized teams accordingly using electronic ticketing system, as needed. Maintains clear communication with end-users and completes follow-ups in a timely manner, consulting and adhering to internal Service Desk policies and procedures. Assists with organizational IT initiatives and supports YAI's various technology needs, by collaborating with the IT team providing hands-on support, equipment preparation or performing other related tasks, as requested. May assist with training and mentoring of new staff or less experienced technicians, including assisting with more complex tickets or significant incidents and/or reviewing tickets, monitoring calls and providing feedback regarding completeness and quality of interactions and resolutions. May support Helpdesk Manager with reviewing and assigning tickets to members of the team, coordinating IT projects, compiling data and reporting related to team performance and proposing solutions to common issues and/or process improvements to increase efficiency. Performs other duties, as assigned. Minimum Qualification Requirements including education, experience, licensure/certification, etc. and essential physical capabilities (e.g. lifting, assisting lifting, standing, etc.) High School diploma or its educational equivalent; and Two (2) or more years of experience in a helpdesk or similar IT technical support or troubleshooting role involving computers, laptops, electronic systems, software and/or phones; or Satisfactory combination of education, experience and/or training, including technical certifications in OS, PC and/or Microsoft Office or similar. Basic technical knowledge relating to PC hardware, operating systems, networking principles, MS Windows and MS Office. Ability to work in a fast-paced environment while maintaining excellent customer service and interpersonal skills. Excellent written and oral communication skills, including the ability to communicate complex ideas in a user-friendly manner and keen attention to detail. Ability to work on Saturdays on a regular, rotating schedule (for New York-based assignments) and flexibility to work hours outside of regular workday on occasion, if needed. Preferred Qualification Requirements (desired requirements beyond MQRs above) Formal training or degree in Information Technology or related field Strong technical knowledge and ability, including experience troubleshooting issues experienced by staff outside of the network/remotely and strong analytical and problem-solving abilities Understanding of networking troubleshooting techniques (e.g., Ping, traceroute) and ability to adapt to new technologies Knowledge of SysAid helpdesk ticketing system Pay rate: $20.00 hourly Schedule: Monday-Friday: 8:30am-4:30pm or 9am-5pm Remote Saturday shift approximately one time per month During training, employee will be onsite at Headquarters; after training is completed, work will be on a hybrid schedule All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a Vietnam or disabled veteran. YAI is an Equal Opportunity Employer. Our Roots: YAI was launched in February of 1957 out of a small school in Brooklyn, New York. Initially staffed by Co-Founders Bert MacLeech and Pearl Maze MacLeech alone, their pilot program served just seven people. According to Bert, from its very beginning YAI has been dedicated to providing innovative services for the I/DD (intellectual and/or developmental disabilities) community. MacLeech envisioned a, 'total life adjustment approach, emphasizing personal growth, social responsibility, employment goals, and the development of independence for the individual.' At a time when institutional living was the norm for people with I/DD, this vision was nothing short of revolutionary. YAI Today: Today, YAI has a team of over 4,000 employees and supports over 20,000 people in the I/DD community. This extraordinary growth shows the ongoing need for these important services, and YAI's success in offering them. YAI supports people with autism, Down syndrome, and Cerebral Palsy, among others. Operating throughout Downstate New York and Northern New Jersey, YAI now offers more than 300 programs for people of all ages. Better Together: At YAI, we are driven by our mission of living, loving, working, and learning. This applies not only to the people we support, but to our staff as well. Commitment and passion for the work continue to unite employees and drive the organization forward. Empowering the people we support to reach their goals remains at the heart of our organization.
Created: 2024-04-20