IT Help Desk

Description

eMazzanti Technologies a leading provider of IT Services is looking to add to our eCare Managed Services team to provider level 1 and level 2 help desk support to expanding client base.


We're growing by double digits, offer opportunities for continuous learning about Microsoft Networks, firewall and endpoint security, Cloud computing, Office 365 and Azure. You'll be part of a team that supports each other and works together to ensure customer satisfaction.


Location & Schedule

• On-site: 4 days per week on-site at the customer site in the Bronx, NY.
• In-office: 1 day per week at the eMazzanti main office.
• Residency: Candidates must be local to the Bronx and able to reliably commute to the customer site daily.
• Type: Full-time position. This is a sole-employment role (no outside or side jobs).

Key Responsibilities

• Tier 1 Support: Handle, triage, and prioritize Tier 1 IT support requests on-site, ensuring timely resolution and appropriate escalation.
• Dedicated Resource: Serve as the dedicated technical resource for the assigned nonprofit customer account, owning the day-to-day support relationship.
• Stakeholder Reviews: Deliver written quarterly account health reviews to customer stakeholders (in coordination with the vCIO and Account Manager) covering uptime and incident summaries, active project status, top risks/recommendations, and a rolling 90-day technical roadmap.
• Documentation: Build and maintain a comprehensive customer runbook and documentation library - network topology, vendor contacts, escalation paths, backup and recovery steps, and recurring maintenance tasks - and drive down mean time to resolution (MTTR).
• Cost Optimization: Identify and present cost-saving and grant-eligible technology opportunities appropriate for a budget-conscious nonprofit (e.g., TechSoup, Microsoft nonprofit licensing, WatchGuard nonprofit programs), documenting estimated savings, eligibility, and implementation effort.
• Consulting: Act as a technical consultant and trusted advisor, making recommendations to customers and internal staff and helping the team resolve complex challenges.
• Knowledge Sharing: Contribute regular knowledgebase articles and present at internal all-hands meetings to share expertise across the team.
• On-Call: Provide on-call availability and escalation support for the team during the work week per the on-call schedule.
• Mentorship: Mentor and support team members, helping colleagues grow their technical and business acumen.

Job Requirements


Understand and solve customer technical problems over the phone or in-person as needs warrant.

• Conduct analysis and troubleshooting via telephone, email and remote control for customer accounts in a timely fashion.
• Monitor and troubleshoot back up or other regularly scheduled client work.
• Work within a ticketing system to track and escalate customer problems
• Maintain a positive phone demeanor and ensure customer satisfaction
• Perform remote maintenance as needed.
• Other duties as assigned.
• Demonstrate competency in products and services as offered by the company such as Microsoft Office 365, Watchguard Firewalls, and others.
• Spot themes and proactively work to solve them.

Growth & Certification Opportunities

No certifications are required to start. eMazzanti actively supports and encourages professional growth, and this role offers the opportunity to pursue industry-recognized certifications, including:

• Microsoft 365 - MS-102: Microsoft 365 Administrator and MS-700: Managing Microsoft Teams (toward Microsoft 365 Certified: Administrator Expert).
• Microsoft Azure - AZ-104: Microsoft Azure Administrator, AZ-700: Designing and Implementing Microsoft Azure Networking Solutions, and AZ-305: Designing Microsoft Azure Infrastructure Solutions (toward Microsoft Azure Network Administrator).
• WatchGuard - Network Security, Secure Wi-Fi, Identity Security Essentials (formerly Multifactor Authentication), and Endpoint Security.

Professional Expectations

• Reliable, on time, and prepared for all meetings; no last-minute cancellations without a planned reschedule.
• Accountability and lead-by-example approach - follow through on commitments, both internally and externally.
• Active, collaborative team member who contributes to shared company goals

Requirements

Qualifications

• Prior experience in an IT support, help desk, or managed services provider (MSP) environment.
• Comfortable owning a client-facing, on-site support role with minimal daily supervision.
• Strong written and verbal communication skills, including preparing stakeholder-facing reports and presentations.
• Solid documentation habits and a track record of building and maintaining technical runbooks.
• Customer-focused mindset with the ability to translate technical work into business value.

Requirements

• Love of working in a fast-paced environment
• Good written and verbal skills
• Knowledge of Microsoft Products with base levels of competency in Windows Operating systems and Active Directory
• Technical Aptitude.
• Desire to make people happy when you solve their computer problem.
• Solid attendance record
• Candidate must reside in Bronx.