Information Technology Support Technician

Job Description

GENERAL JOB DESCRIPTION

The Field IT Support Technician provides hands-on, on-site technical support to staff across Home Life Services' 18 sites in the Bronx, Queens, and Brooklyn. This role focuses on troubleshooting, equipment deployment, and network and device support to keep site operations running, and works closely with the IT Director and IT Assistant Director. The technician also supports IT projects, including the opening of new Home Life Services housing sites and the planned transition from Google Workspace to Microsoft 365.

DUTIES AND RESPONSIBILITIES

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• Provide on-site Tier 1 and Tier 2 technical support at Home Life Services locations across the Bronx, Queens, and Brooklyn
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• Diagnose and resolve hardware, software, printer, and peripheral issues
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• Troubleshoot network connectivity issues (LAN, Wi-Fi, VPN) and assist with router, switch, and access point troubleshooting under IT team guidance
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• Support VoIP phones, security cameras, access control, conference rooms, and other on-site devices
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• Set up, replace, relocate, and decommission computers and workstations, including imaging and configuration
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• Create and update user accounts and access, and support onboarding and offboarding
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• Support IT projects, including rollouts, upgrades, and the opening of new Home Life Services housing sites (equipment staging, cabling, network, phone, camera, and user setup)
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• Support the transition from Google Workspace to Microsoft 365, including device and profile setup and assisting users on-site
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• Serve as the on-site IT point of contact for staff, communicating status and expected resolution times clearly to non-technical users
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• Log, update, and close tickets with accurate documentation of issues and resolutions
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• Escalate issues beyond scope to the IT Assistant Director or IT Director, and submit trouble tickets to third-party vendors when needed
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• Track equipment arrivals and IT inventory, label equipment as property of Home Life Services, and coordinate shipments, returns, and replacements
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• Follow IT policies and security standards, and report suspected security incidents promptly
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• Travel regularly between Home Life Services sites; provide occasional after-hours, weekend, or emergency support as needed
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• Perform other duties as assigned by the IT Assistant Director and IT Director
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SKILLS AND QUALIFICATIONS

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• Associate's degree in Information Technology or a related field, or equivalent experience
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• 1-2 years of experience in IT help desk, desktop support, or field support
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• Working knowledge of Windows OS and basic knowledge of macOS, iOS, and Android
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• Working knowledge of Google Workspace and/or Microsoft 365; willingness to learn Microsoft 365 during the transition
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• Basic knowledge of Active Directory and networking concepts (DNS, DHCP, TCP/IP, Wi-Fi, VPN)
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• Familiarity with VoIP phones, security cameras, and printers
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• Strong customer service and communication skills; able to work with both tech-savvy and non-technical staff
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• Self-starter who can work independently and stay calm and professional in challenging situations
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• Ability to lift and carry equipment up to 50 lbs; frequent walking, standing, and travel between sites
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• Occasional after-hours, weekend, or emergency support may be required
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• Preferred: bilingual English/Spanish; experience with imaging or endpoint management tools; comfort using basic hand and power tools for equipment installation; CompTIA A+ or similar certification; Valid driver's license
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Salary: $55,100 - $70,300