Desktop Support Technician

POSITION PURPOSE:

The Desktop Support Technician is responsible for hardware and software desktop support in a Windows-based environment. This person should work well individually and as a team player while striving to offer the highest quality of service and support to the employees of the Benefit Funds.

ESSENTIAL JOB FUNCTIONS:

· Responsible for resolving hardware or software issues by identifying and researching issues including, but not exclusive to, login problems, system errors, hardware errors with computer, monitor, keyboard, mouse, etc.

· Provide support via email, phone, and in person as determined by need. Respond to group and/or individual moves of equipment.

· Follow all support issues to full resolution, implementing workarounds as needed and ensuring problems do not return once solved.

· Provide support for all desktop software in use by organization, including Microsoft Office 365 applications, Adobe and Kofax Power PDF, anti-virus, and other applications as necessary.

· Perform regular and preventative maintenance and updates to desktop machines to ensure proper functioning, maintain compliance, and reduce future equipment issues and failures.

· Complete assigned technical tasks in a timely manner.

· Utilize an incident ticketing system to receive and track support requests, problem fixes, permission changes, and other helpdesk-related activity. Maintain detailed ticket notes for inter- and intra-department communication regarding issues and to provide status reports. Document all symptoms, research, steps taken, changes, and fixes for future incidents, audits, persistent problems, self-help documentation, and standard operating procedures.

· Work individually or as a team member on small to intermediate-size technical projects of low to moderate complexity.

· Proactively communicate issues and status reports to senior IT staff.

· Successfully complete all relevant general and technical training programs in accordance with departmental goals and objectives.

· Responsible for installing, diagnosing, repairing, maintaining, and upgrading hardware and equipment while ensuring optimal workstation performance.

· Assist Systems Administrator and other IT staff with advanced tasks such as user, server, and network management when needed.

REQUIREMENTS/EDUCATION:

· Bachelor’s degree in Computer Science or equivalent combination of education, experience, and certifications

· Three (3) years of experience in a desktop support role

· Advanced knowledge of Windows 10. Knowledge of Windows 11 is a plus

· Advanced knowledge of virus and malware removal

· Knowledge of iPhone/iPad configuration

· Excellent oral and written communication, organizational, technical, and analytical skills

· Must be task-oriented and self-driven

OTHER SKILLS & ABILITIES:

· Willingness to learn more advanced technology skills from senior IT staff

PHYSICAL DEMAND:

• While performing the duties of this job, the employee is regularly required to sit; talk or hear, in person and by telephone; use hands to fingers, handle, feel, or operate computers and other standard office equipment; and reach with hands or arms. The employee is frequently required to walk and stand.
• Must be able to lift and/or move up to 50 pounds.

Apply:

To apply, please send resume to resume@nyccbf.org.

EEO Statement

The NYCDCC Benefit Funds are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, creed, religion, color, national origin, ancestry, alienage, pregnancy, disability, age, uniform service member status, veteran status, marital status, caregiver status, familial status, status as a victim of domestic violence, sexual violence or stalking, membership in a domestic partnership, sex, gender (including gender identity, gender expression or status as a transgender person), genetic information, sexual orientation (including an individual’s actual or perceived romantic, physical or sexual attraction to other persons, or lack thereof, on the basis of gender), sexual and reproductive health decisions, or on any other characteristic protected by applicable federal, state, or local law.

If a reasonable accommodation is needed to participate in the job application or interview process, please contact Theresa Iannizzi, at 212-366-7599.

Salary and Benefits:

Salary Range: $50,000 to $55,000.

The rate of pay offered will be dependent upon candidates’ relevant skills, education, and experience. The NYCDCC Benefit Funds offer a generous and competitive benefit package.