MercyFirst · 18 hours ago
Help Desk Analyst
Syosset, NY
Full-time
Hybrid
New Grad, Entry Level
$44K/yr - $47K/yrMercyFirst is a not-for-profit human and social service agency that has been serving children and families since 1894. The Help Desk Analyst will assist staff with technical support and troubleshooting tasks, ensuring efficient operation of IT services across various agency sites.
Child CareHealth CareHomeless ShelterNon Profit
Responsibilities
Help Desk: answer help desk calls/help desk emails and assign tickets to appropriate technicians
Logging of all tickets and first-level troubleshooting required
Create detailed documentation of solutions
Phones: troubleshoot any phone issues agency-wide and maintain ownership of tickets that were escalated to phone vendor technicians
Agency support: The position requires frequent travel to agency sites, mainly in Suffolk and Nassau County
A valid NY state driver’s license is required
The Help Desk Level 1 Analyst is also responsible for hardware and software support, ordering equipment, providing PC level 1 support when required and for performing other tasks as assigned by the CTO
In addition, the Help Desk Level 1 Analyst is responsible for assisting the other help desk technicians as needed and escalating tickets when appropriate
Qualification
Required
Bachelor's degree in computer science or related field
Must have and maintain a valid NYS Driver's License with a satisfactory driving record
Proven experience as a help desk technician or other customer support role
Tech savvy with working knowledge of office automation products, databases, and remote control
Good understanding of computer systems, mobile devices, and other tech products
Ability to diagnose and resolve basic technical issues
Proficiency in English
Excellent communication skills
Customer-oriented and cool tempered
BSc/BA in IT, Computer Science or relevant field
Proficiency in PC/LAN architecture with an emphasis on PC configuration and troubleshooting
Proficiency in Windows 10 & 11, MS Office 365 including Teams, SharePoint and OneDrive, Outlook 365
Imaging PCs and laptops
Building & configuring new PCs and laptops for office and remote access
Knowledge of network printer configuration and VOIP phone systems
Preferred
ITIL, A+ and MCE certification preferred
Cabling experience
Knowledge of the NY State Connections system is a plus
Benefits
A comprehensive health insurance package including medical, dental and vision plans for you and your family
403B retirement benefits
Employer-paid life insurance and long-term disability insurance
Generous paid time off (vacation, personal, sick, 12 paid holidays)
Free employee assistance program through National EAP
Insurance discounts for our staff and their families
Training to support professional and personal development
Employee wellness program
Employee recognition activities
Company
MercyFirst
MercyFirst is a non-profit oraganization that provides care and residential services for children and families in need.
Founded in 1894
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Achim Kretschmer
CHIEF TECHNOLOGY OFFICER | SR. VICE PRESIDENT OF IT
Recent News
Long Island Business News
2022-06-15
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