Title: Helpdesk Associate

Unit: IT

Reports to: Help Desk Manager

Status: Full Time; Regular; Non-Exempt

Salary Range: $24.73 per hour

Job Code: M112

Location: Long Island City

Days/Hours: Weekly schedule

Date Prepared: March 20th, 2024

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The responsibilities and requirements listed are representative of the knowledge, skills, minimum education, experience and/or ability required.

Position Summary:

The Help Desk Associate is responsible for providing day-to-day helpdesk response and support of the organization’s computer network infrastructure, as well as admin functions for the organization’s information management system client database (Caseworthy).

Essential Duties and Responsibilities:

• Effectively and efficiently provide desktop and remote technical support in a timely manner
• Effectively install, configure, diagnose, troubleshoot, and repair hardware and related equipment including: PCs, laptops, mobile devices and printers.
• Perform hardware/software inventory and software license tracking.
• Assist in the training of Fortune staff in the use of PCs and basic network operations.
• Ability to follow directions and complete tasks without micro-management
• Excellent note taking and organizational skills
• Ability to create step by step documentation on procedures and steps for technical tasks

QUALIFICATIONS

• Minimum of 1 year hands-on experience with workstation support, including operating systems, applications, and hardware support in a Windows OS environment.
• Minimum of 1 year experience of troubleshooting client-side networking and connectivity issues.
• Proven experience in working with results-driven, customer-service oriented support teams.
• Strong knowledge of Microsoft and TCP/IP networking and network printing.
• Knowledge of networking technologies.
• Strong MS Outlook, MS Office, and application support skills, including strong anti-virus and anti-spyware support knowledge.
• High school diploma or equivalent (some college preferred).
• A and Net Certified preferred.
• Excellent customer service skills.

Key Skills and Competencies

• Oral and written communication skills
• Learning skills
• Customer service orientation
• Problem analysis
• Problem-solving
• Adaptability
• Team interaction
• Planning and organizing
• Attention to detail
• Stress tolerance

Travel Requirements: You are required to travel to our Harlem, Bronx, Brooklyn locations and other court locations in the tristate area.

Physical Demands:

May require heavy lifting at times, 50 pounds.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The responsibilities and requirements listed are representative of the knowledge, skills, minimum education, training, licensing, experience and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

The Fortune Society is an Equal Opportunity Employer. All qualified applicants will be afforded equal employment opportunities without discrimination because of conviction history, race, religion/creed, color, national origin, sex, age, disability, sexual orientation, gender identity, military status, predisposing genetic characteristics, victim of domestic violence status or marital status.