IT Support Specialist

1 week ago

New York, New York, United States Building Service 32BJ Benefit Funds Full time
Job Title: IT Support Specialist I

About Us:

Building Services 32BJ Benefit Funds is a leading organization that administers benefits and services to over 100,000 SEIU 32BJ members. Our mission is to provide high-quality benefits and services, embodying five core values: Flexibility, Initiative, Respect, Sustainability, and Teamwork (FIRST). We strive to drive innovation, equity, and technology insights to improve the lives of our members and their families.

Job Summary:

The IT Support Specialist I is responsible for providing initial technical support, applying systems analysis procedures, and computer systems assistance across various departments and Funds. This role will document incidents or service requests into our ticketing system, provide initial triage for incidents, and route or escalate incidents and requests to the appropriate department/staff for the efficient operation of shared services.

Key Responsibilities:

  • Learns incident and service request workflows, as well as the technologies used and supported by the Funds.
  • Provides first point of contact assistance to Funds' staff via telephone, email, or instant messaging.
  • Creates new incidents and requests within our ticketing system for all incoming communications, provides support closure where possible, and if unable to resolve, routes or escalates incidents and service requests to their respective support areas.
  • Maintains accurate records of support requests, incidents, and resolutions.
  • Performs ID verification for all security requests prior to changing passwords, providing access, or unlocking accounts.
  • Diagnoses and resolves hardware and software issues.
  • Assists with the setup, configuration, and maintenance of computer systems, including desktops, laptops, and peripherals.
  • Assists to design, develop, analyze, and create the virtual desktop infrastructure, including hardware and software components based on end-user specifications.
  • Apply system analysis techniques and procedures to monitor the performance of the VDI environment, identify potential issues, and recommend solutions to resolve them.
  • Aid to develop and implement policies and procedures to ensure the security and reliability of the VDI environment.
  • Performs routine maintenance tasks, such as software updates, system backups, and antivirus scans.
  • Monitors and ensures the health and performance of IT systems.
  • Guides users through basic troubleshooting steps and provides clear instructions for resolving common technical issues.
  • Provides exceptional customer service to end-users by being highly communicative and responsive, following scripted support guidelines, and answering IT contacts in a courteous and professional manner.
  • Understands and evaluates end-user needs, develops and proposes creative technical solutions, and utilizes escalation workflows as appropriate.
  • Ensures end-user data protection integrity and confidentiality.
  • Documents common issues and solutions in a knowledge base for future reference.
  • Coordinates and follows up with other Funds and departments to ensure seamless support and request delivery.
  • Participates in training and development opportunities to enhance technical skills and knowledge.
  • Assists to maintain and manage computer asset inventory, ensuring that all equipment is set up and maintained within required specifications and Funds standards.
  • Performs other tasks as required by management/supervisory staff.
  • Provides support after hours, on weekends, and through on-call rotation as required.

Qualifications:

  • Minimum 2 years of experience in a Helpdesk, IT Support, or Contact Center environment.
  • Knowledgeable in computer hardware, operating systems, applications, and networks.
  • Exposure with MDM, Windows, Windows Server, and Exchange.
  • Exposure with MS Office, Teams, One Drive, SharePoint Online, and MS Azure.
  • Exposure with Active Directory configuration, printer server, LAN and WAN networks.
  • Knowledge of diagnostic utilities and other research tools for troubleshooting and issue resolution.
  • Familiarity with Microsoft Office 365 products (Outlook, Word, Excel...).
  • BMC or ServiceNow ticketing system's use is a plus.
  • Must be able to multitask and prioritize.
  • Ability to work independently and as a team member with the IT staff.
  • Good interpersonal communication and relationship-building skills.

Education and Experience:

Associate's degree in Computer Science or a related discipline. At least 2 years of experience in a Helpdesk, IT Support or Contact Center environment.

Language Skills:

Speak, read, write, and understand English. Spanish is a plus.

Mathematical Skills:

Good

Reasoning Ability:

High

Certificates Licenses, Registrations:

  • CompTIA's A+ or Network+, and Microsoft Professional certification(s) are pluses.

Physical Demands:

  • Under 1/3 of the time: Standing, Walking, Climbing or Balancing, Stooping, Kneeling, Crouching, or Crawling
  • 1/2 to 2/3 of the time: Sitting, Reaching with Hands & Arms
  • Over 2/3 of the time: Talking or Hearing
  • 100% of the time: Using Hands

Work Environments:

  • 1/3 to 2/3 of the time: Work near moving or mechanical parts, exposure to radiation, moderate noise.

Work Hours:

7:15am to 8:00pm depending on the 8 hour shift assigned. In addition, staff are required to cover Saturday issues on a rotational basis.

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