IT Support Technician II

Description

  POSITION PURPOSE:

The IT Support Technician I/II provides responsive, high-quality technical support to Benefit Funds employees in a Windows-based environment. The position supports end-user hardware, software, mobile devices, and related technology and works both independently and collaboratively as part of the IT team. The position may be filled at Level I or Level II based on the selected candidate’s experience and qualifications.

ESSENTIAL JOB FUNCTIONS:

• Diagnose and resolve end-user hardware and software issues, including login problems, system errors, and workstation or peripheral failures.
• Provide support by email, phone, remote-support tools, and in person, as appropriate. Set up, move, and reconnect equipment for individual employees and departmental relocations.
• Follow all support issues to full resolution, implementing workarounds as needed and ensuring problems do not return once solved.
• Support desktop software used by the organization, including Microsoft 365 applications, benefits-administration and document-management systems, and other business applications.
• Perform routine preventive maintenance and workstation updates to maintain security, compliance, and reliable performance.
• Complete assigned technical tasks accurately and within established service expectations.
• 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 independently or as a team member on small to mid-sized 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.
• Install, configure, diagnose, repair, maintain, and upgrade workstations and related equipment to ensure reliable performance.
• Assist the Systems Administrator and other IT staff with user administration and basic server or network support, as assigned and under appropriate guidance.

Requirements

EDUCATION & EXPERIENCE:

• Bachelor’s degree in information technology, computer science, or a related field is required.
• At least two years of hands-on experience in helpdesk support, desktop support, or a comparable end-user technology role is required.
• Working knowledge of Windows 11 and Microsoft 365 applications.
• CompTIA A+, Network+, Security+, or a comparable certification is a plus.

SKILLS & COMPETENCIES:

• Experience configuring and supporting iPhones and iPads.
• Strong oral and written communication, organizational, technical, and problem-solving skills, including the ability to explain technology clearly to a non-technical workforce.
• Experience supporting printers, peripherals, and VoIP equipment; exposure to routers, switches, firewalls, or surveillance systems is a plus.
• Understanding of cloud-based technologies and a willingness to develop additional knowledge.
• Strong analytical, planning, execution, and customer-service skills.
• Highly organized with the ability to manage multiple priorities in a fast-paced environment.
• Communicate issues and status updates proactively to senior IT staff and stakeholders.
• Task-oriented, dependable, and able to work with appropriate independence.
• Willingness and ability 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. 

SALARY AND BENEFITS:

Salary: $75,000 for IT Support Technician II

The position level and rate of pay offered will be based on relevant skills, education, experience, and qualifications. The NYCDCC Benefit Funds offer a comprehensive and competitive benefits package, including 100% employer-paid health benefits, an employer-funded annuity contribution equal to 10% of compensation, paid time off, and professional-development support, including CEBS and continuing-education programs.

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 reasonable accommodation is needed to participate in the job application or interview process, please contact Krystal Higgins at (212) 366-7516.