Help Desk Administrator

Description

Title:                          Help Desk Administrator

Unit:                           IT

Reports to:                 Director of Help Desk Support 

Status:                        Part Time; Regular; Non-Exempt

Salary:                        $35.00 per hour

Location:                    Long Island City, Queens

Days/Hours:               Weekly schedule - 21 hours per week

Organization Overview:

The Fortune Society, Inc. (Fortune) has been working for over 57 years in service to our mission: to support successful reentry from incarceration and promote alternatives to incarceration, thus strengthening the fabric of our communities. The organization has evolved into one of the nation’s preeminent reentry and justice-informed service organizations, providing formerly incarcerated people with the skills and wrap-around services needed to break the cycle of crime and incarceration and to build productive lives in their communities.

Fortune has grown steadily over the years to an agency with close to $90 million in annual budget with just under 600 staff. We anticipate that we will keep growing, both in size and depth of service. Fortune has a dual mission: both advocacy and service. The advocacy portion of our mission focuses on building a more just criminal legal system and reducing the barriers to reentry into society. The service side of Fortune has evolved to encompass a broad range of programs that started with employment and education and now includes a robust array of services, among them: alternatives to incarceration, supervised release, court advocacy, discharge planning within correctional facilities, licensed substance use and mental health treatment, a housing continuum ranging from emergency and transitional through permanent congregate and scattered site housing, assistance in obtaining benefits, a care management unit, HIV services, a food and nutrition program, and an arts program. Each service we provide is informed by the needs of the population we serve. Fortune currently serves approximately 14,000 people a year. Our program models are recognized, both nationally and internationally, for their quality and innovation. We have locations in Brooklyn, The Bronx, Manhattan and Queens.

Position Summary:

The Help Desk Administrator is responsible for overseeing and maintaining the organization's IT support operations, including advanced troubleshooting, system administration, and Microsoft 365 management. This position provides expert support for infrastructure, user administration, and VDI environments.

Competencies:

• Mission and Fit: Embodies Fortune’s mission and values and will be an effective member of the team in furthering both. The candidate should exhibit compassion and understanding for our participants (wherever they are in their re-entry process) and embrace Fortune’s core value that none of us should be measured against the worst things we have done.

• 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

Essential Duties and Responsibilities:

• Serves as the escalation point for complex hardware, software, and network issues;

• Administer and manage Microsoft 365 environment, including Exchange Online, Teams, SharePoint, and OneDrive;

• Maintain and manage Active Directory, including user provisioning, security groups, and policy enforcement;

• Oversee Virtual Desktop Infrastructure (VDI) performance, configurations, and user experience;

• Assist with IT infrastructure improvements, automation, and system monitoring tools;

• Collaborate with IT leadership on system upgrades, maintenance schedules, and security initiatives;

• Develop and maintain IT documentation, standard operating procedures (SOPs), and technical knowledge bases;

• Assist with endpoint management, imaging, and patch deployment;

• Monitor system health, performance metrics, and ticket resolution trends to identify process improvements;

• Participate in the planning and execution of IT projects, ensuring alignment with organizational goals;

• Ensure compliance with IT security standards and organizational policies;

Qualifications

QUALIFICATIONS

• High school diploma or equivalent, Associate’s degree in Information Technology preferred;

• Minimum 3–5 years of experience providing technical support in a complex IT environment.

• Strong proficiency in Microsoft 365 administration, including Exchange Online, Teams, and SharePoint

• Advanced knowledge of Windows operating systems, Active Directory, and Group Policy management.

• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).

• Experience supporting and optimizing Virtual Desktop Infrastructure (VDI).

• Strong analytical, troubleshooting, and documentation skills.

• Excellent communication and leadership abilities with a commitment to service excellence.

• Ability to manage multiple priorities and projects in a fast-paced environment.

• CompTIA A , Network and/or Microsoft 365 Certified: Administrator Associate preferred.

We seek talented, dedicated individuals from all walks of life who possess a strong commitment to this mission.  Relevant personal experience is a plus.

Travel Requirements: You are required to travel to our Queens, Harlem, Bronx, and Brooklyn locations and other court locations in the tri-state 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.

Salary : $35 - $90