IT Help Desk Specialist

Location: New York, NY

Job Type: Full-Time

Our Mission:

Since 1967, Odyssey House has been providing innovative services and programs to a broad population of individuals and families struggling with substance use and mental health disorders. Odyssey House helps New Yorkers of all ages—and across all five boroughs—beat drugs and alcohol with highly individualized treatment programs. Odyssey House provides high quality, holistic treatment impacting all major life spheres, including: psychological, physical, social, family, educational and spiritual in order to support personal rehabilitation, renewal and family restoration.

If that sounds different than other treatment programs, you’re right. Because Odyssey is where recovery gets real.

About the Role:

We are seeking an experienced IT Help Desk Specialist to join our IT team. This position serves on solving complex technical issues and plays a critical role in maintaining the stability, security, and performance of our IT systems. The ideal candidate will have strong troubleshooting abilities, experience supporting enterprise environments, and the ability to assist with infrastructure support and mentoring junior help desk staff.

Key Responsibilities:

• Troubleshoot and resolve advanced hardware, software, network, and system issues.

• Support and maintain Active Directory, Microsoft 365, Windows servers, and endpoint systems.

• Investigate and resolve system outages, performance issues, and security alerts.

• Assist with system upgrades, patching, and infrastructure maintenance.

• Monitor system health and assist with preventative maintenance.

• Work with third-party vendors and service providers to resolve technical issues.

• Maintain clear documentation of troubleshooting steps and solutions.

Required Qualifications:

• 3 years of IT support experience, including advanced troubleshooting.

• Strong experience with Windows 10/11 and Windows Server environments.

• Experience administering and troubleshooting Active Directory and Group Policy.

• Hands-on experience supporting Microsoft 365 (Exchange, Teams, SharePoint, OneDrive).

• Knowledge of network fundamentals including TCP/IP, DNS, DHCP, and VPN connectivity.

• Experience troubleshooting printers, endpoints, mobile devices, and peripheral equipment.

• Experience with remote support tools and ticketing systems.

• Ability to perform root cause analysis and resolve recurring technical issues.

• Strong documentation and communication skills.

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

Preferred Qualifications:

•Experience with virtualization platforms (VMware or Hyper-V).

•Experience with backup and disaster recovery systems.

•Familiarity with endpoint management tools (Intune, ABM, or similar).

•Experience supporting network equipment such as switches, firewalls, and wireless systems.

•Knowledge of IT security best practices and endpoint protection systems.

•IT certifications such as CompTIA A , Network , Security , or Microsoft certifications.

In addition to competitive salaries, Odyssey House offers:

• A 35-hour work week (as opposed to a 40-hour work week)
• Vacation Plan and Holiday Schedule
• Life Insurance
• Medical Insurance (Two Plans)
• Dental and Vision Insurance
• Additional Insurance Coverages (hospitalization, accidental, critical illness coverage)
• Long-Term & Short-Term Disability
• Flexible Spending Account/Health Reimbursement Account
• 403(b) Plan
• Corporate Counseling Associates (CCA) EAP benefit
• Ability Assist Counseling Services (through The Hartford)
• Commuter Benefits
• Educational Assistance Programs
• Special shopping discounts through ADP Marketplace and PlumBenefits
• RUFit?! Fitness Program
• Pet Insurance
• Legal Assistance 
• Optum Financial Service through ConnectYourCare
• Benefit Advocacy Center through Gallagher

Odyssey House is an equal opportunity employer maintaining a non-discriminatory policy on hiring of its personnel. Odyssey House, and its operational divisions, will not discriminate against any employee or applicant because of race, creed, color, national origin, sex, disability, marital status, sexual orientation or citizen status in all employment decisions including but not limited to recruitment, hiring, upgrading, demotion, downgrading, transfer, training, rate of pay or other forms of compensation, layoff, termination and all other terms and conditions of employment.