IT Support Specialist

Overview:

We are looking for a customer service oriented, tech-savvy professional to join our IT team in a highly user-focused position. This individual will coordinate with our managed services provider to produce timely resolution of technical issues related to desktops, laptops, mobile devices, applications, and peripherals to ensure the highest level of customer satisfaction. This role requires hands-on problem solving, proactive communication, and the ability to support both day-to-day tasks and long-term technology projects.

Key Responsibilities:

• Deliver positive in-person & remote technical support for both simple and complex technical issues, including (but not limited to) diagnosing & resolving hardware, software, and connectivity issues; occasional travel to other BRC sites throughout NYC necessary
• Maintain IT infrastructure and systems (Microsoft 365, network equipment, and end points.)
• Work with managed services provider to track and manage support cases; ensure timely resolution and communication to staff.
• Configure, test, and deploy desktops, laptops, mobile devices, printers, VOIP phones, and conference room A/V equipment.
• Install & maintain agency-approved applications and software solutions and manage licensing of third-party application software.
• Oversee hardware and software inventory, asset management, license compliance, and procurement and disposal of equipment.
• Monitor IT support performance metrics and generate reports to evaluate managed services provider performance and identify areas for improvement.
• Support on-boarding & off-boarding workflows
• Develop subject matter expertise of all desktop software, custom developed applications, and SAAS products in use.
• Collaborate with CCTV, fire & elevator alarms, and other IT services vendors to solve issues.
• Maintain up-to-date knowledge of industry trends, technologies, and best practices.
• Perform any other related duties as assigned.

Hours: Full-time 37.5 hours per week

• Monday-Friday 9am-5:30pm
• This position is based in New York City, and requires 5 days-a-week onsite. Only local candidates will be considered.

Required Experience:

• 5+ years of experience in IT support.
• Extensive experience with hardware, software applications, operating systems, and network connectivity.
• Demonstrated ability in helping people and solving problems with strong customer service skills.
• Technical expertise in current standard desktop software (Microsoft Office and Windows.)
• Proficiency with LAN/WAN troubleshooting.
• SharePoint administration skills to manage, configure, and optimize the agency’s SharePoint environment a plus.
• Reliable, proactive, and able to anticipate customer needs.
• Good verbal and written communication skills.

MAKE AN IMPACT

Are you looking to make a positive impact on the lives of those in your community? At BRC, our staff help New Yorkers experiencing homelessness reclaim their lives by providing a hand up, offering opportunities for health and self-sufficiency, and restoring hope and dignity.

Each and every BRC staff member makes heroic contributions to our city, providing vital services in times of crisis and need. Through our commitment to employee wellbeing and development, BRC provides a workplace where staff can achieve their goals, make a difference with our clients, and grow personally and professionally. 

Today, we have over 1000 full-time, part-time, and per-diem positions located in Manhattan, Brooklyn, the Bronx and Queens. Come and learn why 95% of BRC employees report that they would recommend BRC as a good place to work, and join us in building a more caring and compassionate city.

Benefits

BRC takes the health, safety, and wellbeing of our employees seriously. Employees are eligible for health insurance and paid sick time benefits immediately upon starting work. In addition, full time employees receive a generous benefits package, including:

1. Competitive health and dental plans, with coverage is available for your spouse, domestic partner, and dependents.
2. A minimum of 3 weeks paid vacation, 12 paid holidays, and additional paid sick and personal time. A 403(b) pension plan with a matching benefit paid by BRC.
3. Tuition assistance and many training opportunities for career development.
4. Flexible spending accounts (FSAs) are available so employees can set aside pre-tax dollars for healthcare, transit and childcare.