Desktop Support Specialist

Family Services of Westchester (FSW) provides mental health and social services that strengthen and support families, children and individuals at every stage of their lives. With 50 innovative programs, FSW serves 30,000 individuals annually in Westchester County, New York.

Founded in 1954, Family Services of Westchester is a private, nonprofit, non-sectarian social services agency.

Reports to

Director of End User Computing

Job Summary:

Family Services of Westchester (FSW) is seeking a Full-time Desktop Support Specialist to support and maintain FSW’s end user technologies, such as laptops, desktops, phones, printers, networking, Office 365, and other peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal performance for our colleagues. As well as providing end-user guidance and improve adoption of technologies deployed. The person will troubleshoot problem areas (in person, by telephone) in a timely and accurate fashion and provide end-user assistance where required.

All work is logged and tracked in a central ticket management system.

SUPERVISED BY: Manager, End User Computing

DUTIES/RESPONSIBILITIES:

Level 2 Desktop Technician

Receive and respond to incoming phone calls, and/or tickets regarding end user technical issues and requests

Troubleshoot, identify and repair hardware and network connectivity issues (WAN)

Setup, maintain, diagnose and troubleshoot problems with Windows operating system and various software applications, file-sharing, telephone, and printing.

Administer and resolve issues with associated end-user workstation network software products

Add, delete and change user profiles in Active Directory for user management

Write, update, maintain documentation; end-user and internal (IT)

Document common issues/causes/solutions, create user and web based guides as well as FAQ’s into the knowledgebase.

Update ticketing system tickets appropriately, include all relevant information related to troubleshooting and results.

Ensure tickets are completed within agreed SLA’s

Ability to support remote users, establish VPN and remote desktop for all remote users

Interact with vendors to resolve technical problems with desktop computing equipment and software

Some project-based work in support of management, senior technical and project management staff

Update and maintain the IT inventory

Qualifications:

EDUCATION

High School diploma and a minimum of 3 years work experience in related field.

SKILLS/EXPERIENCE:

Display high-energy, self-motivation, flexibility and an ability to multitask and prioritize demands in a fast-paced environment. Must possess a keen attention to detail and an ability work effectively under pressure

Healthcare IT background preferred, not a must. Experience supporting and maintaining Electronic Medical Records system, e.g. CareLogic, eClinicalWorks and peripherals.

Must be a very organized individual with the ability to clearly document their work in accordance with office procedures.

Excellent knowledge of desktop and laptop PC hardware

Working technical knowledge of current networking protocols, operating systems, and standards.

Ability to operate tools, components, and peripheral accessories.

Able to read and understand technical manuals, procedural documentation and OEM guides.

Demonstrate strong customer service skills

Demonstrate strong written and verbal communication skills

Experience using remote control software, such as TeamViewer, Windows Remote Desktop Connection

Knowledge on the concepts for Active Directory with the ability to perform password resets, add/transfers/terminations. Knowing GPO management a plus.

Working experience of Microsoft Office 365, incl. Intune MDM

Experience using collaboration tools such as Microsoft Teams, and ZOOM preferred

Experience in working with, and setting up, video conferencing units, such as Microsoft Teams Room solutions and Poly units preferred

Must have experience in administrative, incident response, and operational responsibilities

REQUIREMENTS:

Minimum 3 years experience in an IT support role

Fully in office position, limited work from home

Have a driver’s license and own a car as traveling site to site is required

Excellent knowledge of desktop and laptop PC hardware

Microsoft certifications; Windows OS, Office suite and O365 a plus

Team-focused collaborator

Highly organized, self–directed

ITIL Certification a plus

Engaged in learning and continuous quality improvement

Networking experience; patching, troubleshooting and basic configuration

There are a variety of benefits to joining Family Services of Westchester, an organization with over 65 years of history impacting vulnerable communities. In addition to the opportunity to connect with and help thousands of residents in Westchester County, FSW offers its employees an inspiring, diverse and team-based work environment with comprehensive benefits including medical, dental, life insurance, flexible spending accounts, and 403(b) for full-time employees.

At FSW, we enjoy working in a collaborative, mission-driven environment and value the benefits of a diversified workplace that prioritizes our clients and the communities we serve. If you want to make a difference in the lives of thousands of people across the communities of Westchester, and if the position speaks to your capabilities, experience and commitment to social service, please submit your resume and cover letter. Qualified candidates will be contacted by phone and/or email.

FSW is an equal opportunity employer.

Interested candidates should send their resumes to:

Charlie Richardson -