SR. FIELD SERVICES ENGINEER

About Brightway Living & Learning

Brightway Living & Learning is a premier non-profit provider of human services on Long Island, including educational, residential, day habilitation, and vocational programs. Building on a 65-year legacy as the Developmental Disabilities Institute (DDI), Brightway supports over 1,600 children and adults with autism and other developmental disabilities through a full continuum of care. By employing persistence, adaptability, and the power of behavioral science, Brightway's dedicated professionals enable individuals to grow, learn, and meet milestones at their own pace. Discover more about our mission and our "All Ways Forward" approach at brightwayny.org.

The Role

This role is all about being the helpful guide and hands-on expert for people navigating their daily technology as well as being a role model and leader for a team of field engineers. You'll be on both the front lines and behind the scenes, acting as the go-to technology problem-solver and enabler, so others can stay productive and focused on their work. You'll use your experience with help desk systems to track and resolve issues reported by employees, making sure their requests are handled efficiently from start to finish. You'll get hands-on with all sorts of equipment – from package deployments, setting up new laptops and mobile phones to fixing printers and troubleshooting software glitches. Sometimes you'll guide someone over the phone, other times you'll be on-site across Long Island, installing equipment or resolving issues in person.

Beyond fixing things, you'll also be helping people help themselves by creating easy-to-understand guides and sometimes providing basic training. You'll tap into your knowledge of networking, account systems, and various hardware brands to diagnose problems effectively and keep the lights on, technically speaking.

This position requires you to be organized, able to juggle different tasks independently, and communicate clearly, whether you're explaining a solution or documenting your work. You'll play a part in maintaining system security and keeping up with new technology to ensure you can always provide the best support. While you'll handle many issues yourself, you'll also know when to reach out to colleagues or vendors for complex challenges. Being part of an on-call rotation means you'll occasionally provide support outside standard hours, ensuring people always have the tech assistance they need.

Essentially, you're a crucial part of the team that keeps everyone connected, operational, and less stressed about technology, allowing the whole organization to function smoothly.

What You'll Do

• Lead and assist with all levels of hardware/software configuration, deployment, troubleshooting, and lifecycle maintenance for desktops, laptops, mobile devices, and peripherals.
• Perform timely recognition, isolation, troubleshooting, resolution of all technical issues and follow-up of submitted help desk tickets. Include detailed documentation of support provided.
• Perform upgrades, routine maintenance and troubleshooting of varying hardware and software at all locations both onsite and remotely.
• Provide rapid, high-quality onsite, telephone, email, and remote technical support for enterprise hardware, software, and critical networking equipment including but not limited to routers, switches, wireless controllers, access points, telephone system.
• Installation, configuration and repair of desktop and network printers, desktop computers & laptops and peripherals at all locations.
• Intermediate administration of asset Inventory, Azure, Adobe, Zoom and other applications
• Recognize and elevate difficult technical issues within the organization or to external vendors.
• Work with support and/or product development personnel to troubleshoot and work around product issues.
• Formulate clear Knowledge Base (KB) articles, instructional materials, and updated help desk documentation to support continuous user training initiatives.
• Responsible for adhering to company established security procedures and assisting with security-related updates and/or patches.
• Proactively stay up to date with all the latest technologies.
• On-call rotation required.
• Performs other job-related duties as required.

What You Bring to Brightway

• Associates degree with a minimum of 3 years of post-education IT work experience mandatory.
• 3 years’ experience that includes multi-site infrastructure architectures, operational support, hands-on implementation and configuration of diverse network devices.
• 3 years’ experience in end-user support and/or help desk with experience in call tracking/ticket management systems and asset inventories.
• Comprehensive knowledge of deployment, monitoring, and security management of corporate mobile devices via centralized MDM platforms.
• Intermediate knowledge of security appliances, firewalls, wireless & MPLS, routing protocols and networking including TCP/IP and Wireless.
• Intermediate knowledge of Azure applications and account administration.
• Basic configuration knowledge of HP, Dell and Aruba products.
• Working knowledge of desktop and printing hardware and software.
• Well-organized with the ability to multi-task and work with minimal supervision.
• Strong verbal and written communication skills.
• Must have a current, valid, NYS driver's license and travel to various locations throughout Long Island.

What You Must Be Able To Do

• Must possess average dexterity to effectively work with standard office equipment.
• Must be able to maneuver and position oneself to install, remove and inspect various equipment at different heights.
• Must be able to lift, move and transport varying IT equipment, up to 50+ pounds

Why You'll Love This Job

• Build Meaningful Relationships: Develop strong connections with individuals and their families.
• Learn and Grow: Benefit from ongoing training and professional development.
• Be Part of a Supportive Team: Work with passionate and dedicated colleagues.
• Experience Job Satisfaction: Feel a deep sense of accomplishment knowing your work matters.

Here’s How We Support You

• Comprehensive Paid Training: Get the skills you need to succeed.
• Exceptional Benefits: Including medical, dental, vision, life insurance, FSA, and EAP.
• Invest in Your Future: Tuition reimbursement opportunities.
• Career Growth: Opportunities for advancement within Brightway Living & Learning.
• And More: Paid time off.

If You Are

• Empathic, compassionate, and patient
• Positive, energetic, and enthusiastic
• A good communicator and team player
• Passionate about making a difference

Brightway Living & Learning is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees without regard to actual or perceived race, color, sex, pregnancy, reproductive decision making, gender expression or identity, national origin, disability, military status, creed, religion, age, sexual orientation, marital status, genetic information, status as a victim of domestic violence or any other group protected by federal, state or local law. We are committed to creating a deep sense of belonging and a culture where all applicants and employees feel welcomed, valued and respected. We are people inspired by purpose.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.