Helpdesk Support I at ACHIEVE a Chapter of The ARC New York

City of Binghamton, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

27 May, 26

Salary

25.0

Posted On

26 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, Hardware, Software, Account Management, Cyber Security, Ticketing Systems, Mobile Devices, Printers, Password Resets, Documentation, IT Best Practices, Phishing Recognition, Asset Inventory, Interpersonal Communication, Time Management

Industry

Individual and Family Services

Description

Description The IT Helpdesk I role provides essential technical support to end users, ensuring the smooth operation of computer systems, software, and network infrastructure. This entry-level position is responsible for troubleshooting hardware and software issues, assisting with account management, and supporting technology initiatives. In addition, the role incorporates foundational cyber security responsibilities to protect organizational assets and maintain compliance with company policies. I. JOB RESPONSIBILITIES: · Respond promptly to user inquiries via phone, email, or ticketing systems, providing first-level technical support. · Troubleshoot and resolve issues related to desktops, AIO’s, laptops, printers, mobile devices, and software applications. · Assist in setting up new user accounts, password resets, and access permissions according to security protocols. · Document support requests, solutions, and follow-up actions in the helpdesk management system. · Educate users on IT best practices, including safe password creation, MFA, Passkeys and recognizing phishing attempts. · Monitor and report suspicious activities or security incidents to the IT security team. · Support the implementation of security patches, antivirus updates, and software upgrades. · Maintain confidentiality of sensitive information and adhere to company cyber security policies. · Participate in ongoing cyber security training and awareness programs and promote a culture of cyber safety. · Collaborate with higher-level IT staff to escalate unresolved issues and participate in ongoing improvement initiatives. · Provide guidance and training to end-users on best practices for using technology resources securely and efficiently. · Set up and configure hardware as part of the onboarding processes for new hires. · Maintain and update IT asset inventory, ensuring accurate records of hardware and software deployments. · Follow established IT processes, policies, and security protocols to protect organizational data and systems. Requirements SPECIAL REQUIREMENTS: · Possess good interpersonal, written, oral, and communication abilities and effective time management/organizational skills. · Able to work scheduled hours that may include overtime, weekend and/or holiday timeframes and maintain an acceptable work attendance as defined in employee personnel policy manual and handbook. · Be computer literate with knowledge of agency operating systems and applicable software required for all department needs. · Demonstrate sound judgment in normal work and emergency situations. · Must be able to multitask. · Must physically be able to perform tasks required certifications and lift fifty (50) pounds. · Work from varying heights. · Possess a valid driver’s license record that meets the agency’s insurance carrier guidelines. QUALIFICATIONS: Associate’s degree in computer science or information systems -Or- CompTIA A+, CompTIA Security+, Microsoft Certified Professional (MCP), or similar IT certifications and 1-3 years related experience. -Or- Experience that in the opinion of the reviewing agency, meets the above standards of the position.

Responsibilities

This entry-level role provides first-level technical support to end users via phone, email, or ticketing systems, focusing on troubleshooting hardware, software, and network issues. Responsibilities also include assisting with account management, documenting support actions, and incorporating foundational cyber security duties like monitoring for suspicious activity.