Information Technology Support Analyst

Our client, a non-profit organization, is seeking a IT Support Analyst to join their team. This is a full-time, temporary role reporting onsite 5x per week to their NYC office.

The ideal candidate will have experience triaging, resolving, documenting, and escalating support tickets as appropriate, while collaborating with IT Support Analysts, Foundation staff, consultants,

and service providers to address user-impacting technical issues.

Responsibilities:

1. Technical and Deskside Support

• Serve as a first point of contact for IT support requests, providing onsite and remote support via email, phone, chat, or in person.
• Support users with account access, password resets, connectivity, software, hardware, peripheral, mobile device, audiovisual, and network related issues.
• Install, configure, and maintain workstations, laptops, printers, monitors, peripherals, mobile devices, and standard Foundation software.
• Support Windows and Apple devices in accordance with Foundation standards, procedures, and information-security practices.
• Provide technical support for Foundation meetings and events, including support for Zoom Rooms, audiovisual equipment, displays, microphones, cameras, and related meeting room technologies.
• Provide initial IT orientation and guidance to new staff on Foundation systems, services, hardware, and meeting room technologies.
• Escalate complex, sensitive, security-related, or recurring issues to senior IT staff, vendors, or service providers as appropriate.

2. Hardware and Inventory Management:

• Update and maintain accurate inventory records for IT assets, including new purchases, repairs, deployments, returns, and retirements.
• Regularly review stock levels of commonly used equipment and accessories to ensure sufficient quantities are available for staff use.
• Track warranty periods and assist with repairs or replacements when equipment fails.
• Assist with equipment provisioning and de-provisioning for onboarding, offboarding, role changes, and hybrid work needs.
• Identify equipment requiring repair, replacement, or retirement and escalate recommendations to senior IT staff.
• Ensure devices are handled, deployed, recovered, and retired in accordance with Foundation procedures and confidentiality expectations.

3. Additional Duties:

• Provide IT orientation to new employees on Foundation IT systems, hardware usage, and meeting room technologies.
• Assist with routine IT maintenance tasks and other IT infrastructure and operations activities as directed by senior team members.
• Assist with updating user-facing documentation, how-to guides, or internal support notes as needed.

Qualifications:

• Bachelor’s degree, relevant technical certifications, or equivalent professional experience in information technology required; certifications in areas such as Microsoft, CompTIA, or related specialties preferred.
• Minimum of 2-3 years of professional experience in the information technology field working with enterprise-level technology infrastructure.
• Must possess strong troubleshooting skills with experience in the following systems, applications and network hardware required: Windows 11, Apple MacOS, Office 365 Suite.
• Experience in the following systems, applications/hardware preferred: Active Directory, Exchange Online, Zoom Rooms, Apple Devices, Dell business laptops.
• Knowledge or direct experience with a service framework such as ITIL strongly recommended.
• Experience in the following technologies would be helpful:
• TCP/IP and other network protocols, data backup, software distribution (Intune, Endpoint Central).
• Exceptional oral and written communication skills, with the ability to communicate clearly with technical and non-technical staff.
• The ability to support flexible working hours, including periodic off-hours and weekend support.
• The ability to physically lift and move up to forty pounds as needed.