Building Service 32BJ Benefit Funds · 3 weeks ago
IT Support Specialist II
New York, NY, US
Full-time
Onsite
Mid Level
$80K/yr - $90K/yr
3+ years expBuilding Service 32BJ Benefit Funds is seeking an IT Support Specialist II to apply systems analysis techniques to enhance hardware and software functionality. The role involves leading desktop support, ensuring proper computer operations, and maintaining the virtual desktop infrastructure while providing excellent customer service to users.
EducationNon ProfitTraining
Responsibilities
Design, develop, analyze, and create the virtual desktop infrastructure, including hardware and software components based on end user specifications
Apply system analysis techniques and procedures to monitor the performance of the VDI environment, identify potential issues and recommend solutions to resolve them
Identify, develop and implement policies and procedures to ensure the security and reliability of the VDI environment
Collaborate with cross-functional teams to understand their requirements and ensure that the VDI solutions meet their needs
Create and maintain technical documentation and training materials
Stay up-to-date with new technologies and advancements in the VDI field
Provide and lead general desktop support to end users including questions, problem resolution, and service requests related to all supported hardware and software
Provide and lead first and second line support to the Funds’ users via telephone, email, and in-person
Determines and issues priority levels for helpdesk queues in IT Helpdesk ticketing system
Monitors system alert management system and responds to alerts for hardware and software issues
Provide excellent customer service, answer Help Desk phone in courteous and professional manner
Understand and evaluate end-users’ needs, develop creative technical solutions, and know when to escalate a problem
Document all requests, including the entire problem solving process
Learn the software and hardware used and supported by the Funds
Unpack, setup, connect and test new computers, printers and other peripherals in accordance with user specifications
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in accordance with user specifications
Disconnect, move, reconnect, and test workstations and printers for move and change requests
Maintain and manage computer asset inventory, ensuring that all equipment is set up and maintained within required specifications and Funds standards
Troubleshoot LAN/WAN basic networking issues
Troubleshoot printers, scanners, and other peripherals issues
Responsible for setting up audio/visual equipment for presentations in accordance with user specifications
Facilitate repairs with vendors
Perform routine maintenance as needed
Perform other related duties as assigned
Provide support after hours, on weekends and through on-call rotation
Qualification
Required
A+ Certification required
3-5 years of experience in VDI, IT Support Level 2 or above technical support, and systems analysis
Solid background in personal computer hardware repair and/or troubleshooting
Knowledgeable in computer hardware, operating systems, applications, and networks
Strong experience with Group Policy Management, MDM, Windows, Windows Server, and Exchange
Familiar with MS Office, Teams, One Drive, SharePoint Online, and MS Azure
Experience with Active Directory configuration, printer server, LAN and WAN networks
Knowledge of diagnostic utilities and other research tools for troubleshooting and issue resolution
Offer exceptional customer service to end users by being highly communicative and responsive
Must be able to multitask
Ability to work independently and also as a team member with the IT staff
Excellent organizational and time management skills
Flexibility and willingness to adapt to change
Strong analytical skills to resolve problems, identify and document solutions
Strong interpersonal communication and relationship-building skills
Associates, Bachelors degree in Computer Science or a related discipline
Speak, Read, Write and Understand English
Good mathematical skills
High reasoning ability
Preferred
Network+, ITIL and Microsoft Professional Certification are pluses
Familiar with programming languages and/or PowerShell are pluses
Prior understanding of software deployment, management processes, and/or vendor management are pluses
Company
Building Service 32BJ Benefit Funds
The Building Service 32BJ Benefit Funds is the umbrella organization responsible for administering benefits, including Health, Pension, Retirement Savings, Training and Legal Services benefits to over 100,000 SEIU 32BJ members.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Anna McQuere
Assistant Director of Clinical Partnerships
Sabrina Benteftifa
Clinical Partnerships Manager
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