Information Technology Support Technician

DUTIES AND RESPONSIBILITIES: Provide on-site Tier 1 and Tier 2 technical support at Home Life Services locations across the Bronx, Queens, and BrooklynDiagnose and resolve hardware, software, printer, and peripheral issuesTroubleshoot network connectivity issues (LAN, Wi-Fi, VPN) and assist with router, switch, and access point troubleshooting under IT team guidanceSupport VoIP phones, security cameras, access control, conference rooms, and other on-site devicesSet up, replace, relocate, and decommission computers and workstations, including imaging and configurationCreate and update user accounts and access, and support onboarding and offboardingSupport IT projects, including rollouts, upgrades, and the opening of new Home Life Services housing sites (equipment staging, cabling, network, phone, camera, and user setup) Support the transition from Google Workspace to Microsoft 365, including device and profile setup and assisting users on-siteServe as the on-site IT point of contact for staff, communicating status and expected resolution times clearly to non-technical usersLog, update, and close tickets with accurate documentation of issues and resolutionsEscalate issues beyond scope to the IT Assistant Director or IT Director, and submit trouble tickets to third-party vendors when neededTrack equipment arrivals and IT inventory, label equipment as property of Home Life Services, and coordinate shipments, returns, and replacementsFollow IT policies and security standards, and report suspected security incidents promptlyTravel regularly between Home Life Services sites; provide occasional after-hours, weekend, or emergency support as neededPerform other duties as assigned by the IT Assistant Director and IT DirectorSKILLS AND QUALIFICATIONSAssociate's degree in Information Technology or a related field, or equivalent experience 1-2 years of experience in IT help desk, desktop support, or field supportWorking knowledge of Windows OS and basic knowledge of macOS, iOS, and AndroidWorking knowledge of Google Workspace and/or Microsoft 365; willingness to learn Microsoft 365 during the transitionBasic knowledge of Active Directory and networking concepts (DNS, DHCP, TCP/IP, Wi-Fi, VPN) Familiarity with VoIP phones, security cameras, and printersStrong customer service and communication skills; able to work with both tech-savvy and non-technical staffSelf-starter who can work independently and stay calm and professional in challenging situationsAbility to lift and carry equipment up to 50 lbs; frequent walking, standing, and travel between sitesOccasional after-hours, weekend, or emergency support may be requiredPreferred: 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 licenseSalary: $55,100 - $70,300