Field Services Engineer

FIELD SERVICES ENGINEER

Salary: $52,000/year

Make a Real Difference Every Day: Do you want a career where you directly impact lives, experiencing the deep fulfillment that comes from helping others and a strong sense of purpose?

Work Schedule:

Monday - Friday: 9 am - 5 pm

About DDI: For nearly 65 years, DDI (Developmental Disabilities Institute) has been a leading agency providing a full spectrum of care for over 1,600 children and adults with autism and other developmental disabilities. We are driven by a dedicated team and a deep belief in the potential of every individual. Our Direct Service Professionals (DSPs) are the heart of our mission, providing compassionate and individualized support.

The Role: This role is all about being the helpful guide and hands-on expert for people navigating their daily technology. You'll be on the front lines, acting as the go-to technology problem-solver and enabler, so others can stay productive and focused on their work. You'll use your experience with help desk systems to track and resolve issues reported by employees, making sure their requests are handled efficiently from start to finish. You'll get hands-on with all sorts of equipment – from setting up new laptops and mobile phones to fixing printers and troubleshooting software glitches. Sometimes you'll guide someone over the phone, other times you'll be on-site across Long Island, installing equipment or resolving issues in person.

 Beyond fixing things, you'll also be helping people help themselves by creating easy-to-understand guides and sometimes providing basic training. You'll tap into your knowledge of networking basics, account systems, and various hardware brands to diagnose problems effectively and keep the lights on, technically speaking.

 This position requires you to be organized, able to juggle different tasks independently, and communicate clearly – whether you're explaining a solution or documenting your work. You'll play a part in maintaining system security and keeping up with new technology to ensure you can always provide the best support. While you'll handle many issues yourself, you'll also know when to reach out to colleagues or vendors for complex challenges. Being part of an on-call rotation means you'll occasionally provide support outside standard hours, ensuring people always have the tech assistance they need.

 Essentially, you're a crucial part of the team that keeps everyone connected, operational, and less stressed about technology, allowing the whole organization to function smoothly.

What You'll Do:

• Lead or assist with all levels of hardware/software configuration, installation, troubleshooting and maintenance of all devices including but not limited to desktops, laptops, mobile devices, printers, Microsoft and other applications.
• Provide onsite, telephone and e-mail based support of hardware/software installation and configuration, troubleshooting and maintenance of networking equipment including but not limited to routers, switches, wireless controllers, access points and telephony system.
• Efficiently diagnose, troubleshoot and resolve technical issues.
• Active Directory and E-mail administration.
• Perform basic user training as needed.
• Perform upgrades, routine maintenance and troubleshooting of varying hardware and software.
• Perform upgrades, routine maintenance and troubleshooting of end user hardware (desktops, laptops, printers, etc.) at all locations.
• Perform installations and moves of PCs, printers and peripherals at all locations.
• Responsible for adhering to company established security procedures.
• Proactively stay up to date with all the latest technologies.
• Recognize and escalate difficult technical issues within the organization or to external vendors.
• Work with support and/or product development personnel to troubleshoot and work around product issues.
• Well-organized with the ability to multi-task and work with minimal supervision required.
• Strong verbal and written communication skills.
• Ability to create technical documentation, Knowledge Base Articles / Technical Notes.
• Must have a current valid NYS driver's license and travel to various locations throughout Long Island with equipment.
• On-call rotation required.
• Performs other job-related duties as required.

What You Need for the Role:

• HS Diploma or Equivalent required.
• Minimum of 1 year experience in end-user support and/or help desk mandatory. 
• Certifications a plus.
• Experience with call tracking / ticket management system and asset inventories.
• Proficient with Helpdesk Standards Methodology preferred.
• Ability to Image, install, configure, and troubleshoot desktop hardware and peripherals.
• Install, configure, and troubleshoot Windows 10, Mac and desktop applications.
• Re-install desktops and laptops as needed.
• Install, configure, and repair desktop and network printers.
• Configure and implement diverse network devices. 
• Provide intermediate network troubleshooting.
• Experience with Mobile Devices and Mobile Device Management.
• Basic knowledge of HP/Aruba products, security appliances, Firewalls, Wireless and MPLS.
• Basic knowledge of routing protocols.
• Basic knowledge of administration of Active Directory.
• Basic knowledge of account and mailbox administration for Microsoft Exchange.
• Basic Configuration and Administration of HP, Dell and Aruba products.
• Basic knowledge of networking including TCP/IP and Wireless.
• Working knowledge of desktop and printing hardware and software.
• Ability to create technical documentation, Knowledge Base Articles / Technical Notes.
• Develop user training and instructional materials as needed.
• Excellent troubleshooting, planning and migration skills.
• Ability to work both independently and in a team environment.
• Ability to prioritize, organize and successfully work on several projects simultaneously with minimal supervision.
• Self-motivated, proactive, and resourceful.
• Positive, professional attitude.
• React quickly and adapt to changes in priorities, circumstances and direction.
• Apply high level of attention to detail and accuracy.
• Establish and maintain effective working relationships based on mutual trust, respect, and cooperation with manager(s), co-workers, employees we serve and vendors.

Why You'll Love This Job:

• Build Meaningful Relationships: Develop strong connections with our staff and stakeholders.
• Learn and Grow: Benefit from ongoing training and professional development.
• Be Part of a Supportive Team: Work with passionate and dedicated colleagues.
• Experience Job Satisfaction: Feel a deep sense of accomplishment knowing your work matters.

Here’s How We Support You:

• Comprehensive Paid Training: Get the skills you need to succeed.
• Exceptional Benefits: Including medical, dental, vision, life insurance, FSA, and EAP.
• Retirement Security: 403(b) retirement plan.
• Invest in Your Future: Tuition reimbursement opportunities.
• Career Growth: Opportunities for advancement within DDI.
• And More: Paid time off, paid agency holidays, and other valuable benefits!

If You Are:

• Empathic, compassionate, and patient
• Positive, energetic, and enthusiastic
• A good communicator and team player
• Passionate about making a difference

Then, we encourage you to apply and join the DDI team!

When you join our team, you become part of the DDI Family! Click here to watch our video to find out more about the DDI Family. 

DDI is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees without regard to actual or perceived race, color, sex, pregnancy, reproductive decision making, gender expression or identity, national origin, disability, military status, creed, religion, age, sexual orientation, marital status, genetic information, status as a victim of domestic violence or any other group protected by federal, state or local law. We are committed to creating a deep sense of belonging and a culture where all applicants and employees feel welcomed, valued and respected. We are people inspired by purpose.

Salary : $52,000