Helpdesk Specialist

HELPDESK SPECIALIST

Job Description:

Why This Role Matters

As a Helpdesk Specialist at CPL, you become a driving force behind the technology that keeps every branch running smoothly. You’re not just answering tickets—you’re the person our teams rely on to keep critical systems healthy, secure, and evolving.

In this role, you’ll bring your forward‑thinking technical mindset to a wide range of challenges: configuring and upgrading software, resolving urgent IT issues with precision, supporting email migrations, and ensuring seamless communication across the organization. You’ll work closely with the Helpdesk Manager while collaborating with colleagues across all offices, becoming a trusted partner in keeping CPL’s infrastructure strong.

What makes this role special is the blend of hands‑on problem‑solving and big‑picture thinking. You’re a natural explainer, a curious learner, and someone who enjoys turning complex information into clear, actionable insights. Your passion for analytics, systems, and database management helps empower the entire CPL team to do their best work.

If you’re energized by variety, motivated by impact, and excited to support a mission‑driven organization through technology, this is a place where your skills will shine.

What You'll Do

• Respond to requests for IT help from end users
• Provide IT assistance as able or escalate requests to other members of the IT team
• Configure, install, and upgrade PCs, operating system software and application software as required
• Provide hands-on support for all IT equipment in nearby offices, and elsewhere as required
• Foster communication between the user community and IT management to help meet CPL's strategic goals
• Periodically travel to other CPL offices as required
  
  

What You Bring

• You earned an AS in Computer Science and have at least three (3) years of experience in network maintenance and technical support – or have an equivalent combination of education and experience
• You have a robust understanding of Windows 10 application installation and update processes as well as Office 365 and other business applications, with the ability to train and assist users on those applications
• You have exceptional interpersonal and customer service skills, communicating effectively both verbally and via written correspondence
• You’re inherently analytical, with strong creative problem-solving and organizational capabilities
  
  

What We Offer: CPL cares about your future with us! That’s why we offer the following benefits to you and your family:

• Internal Mobility & Career Advancement
• Healthcare for you and your family including spouse coverage: Medical, Dental, Vision & Prescription insurances. Single Plans with 100% paid premium
• Flexible Time Off 8 Holidays a year
• Retirement Savings Plan - Contribution from CPL to grow your retirement funds.
• Tuition Assistance: You may be eligible for continuing education assistance.
• Student Loan Assistance Program: CPL will contribute up to a maximum of $100 a month for 5 years ($6,000 total) towards student loan debt. 
• Licensure Assistance
• Long-Term Disability Insurance Company/team member premium sharing
• Flexible Spending Account $5,000 dependent childcare annually paid 100% by team member pre-taxes. 
• FREE Life Insurance and AD D Insurance 
• Voluntary Short-Term Disability Insurance
  
  

What Does It Look Like Working Here? We believe that building a strong community is about establishing a prevailing sense of fellowship among our team members, friends, and neighbors.

• Collaboration – working with others towards the best solution, placing great emphasis on the collective wisdom of our internal teams.
• Family – celebrating others’ successes, genuinely caring about the happiness and well-being of our team members and recognizing their own families as extensions of the CPL family.
• Fun – not taking oneself too seriously, fully understanding that fun at work is conducive to productivity.
• Inspiration – contributing to an uplifting workplace that facilitates growth and success by maintaining a positive, upbeat attitude.
• Integrity – doing what is ethically right and providing reliable follow-through on commitments.
• Ingenuity – seeking new opportunities and consistently identifying unexpected and practical ways to solve problems.
  
  

The rate for this position generally ranges between $26- $32 per hour. This range is a good faith estimate provided pursuant to the New York Pay Transparency Law. It is based on what a successful New York applicant might be paid and assumes that the successful candidate will be in New York or perform the position from New York. Similar positions located outside of New York will not necessarily receive the same compensation. Actual pay rates may vary from the range, as permitted by New York Equal Pay Transparency Law. Compensation offers will be based on various factors, including operational needs, individual education, qualifications and experience, work location and comparison to employees already in the role, as well as other considerations permitted by law. A potential new employee's pay history will not be used in compensation decisions.

CPL does not accept unsolicited resumes from recruiting professionals or agencies, nor do we accept resumes from any source that does not reference a specific, open position. CPL will not be responsible for any fees arising from the use of resumes submitted by recruiting professionals or agencies that do not have a current placement fee agreement with CPL. All initial communication with recruiting professionals or agencies must go through our Talent Acquisition Team.