Meets pressing community needs by mobilizing caring New Yorkers in volunteer service.

IT Help Desk Associate

Every year, through New York Cares, 52,000 people volunteer to help improve the lives of hundreds of thousands of fellow New Yorkers. Our volunteers provide essential services to improve education, meet immediate needs, and revitalize the city’s public spaces.

New York Cares prides itself on a culture of excellence, defined by integrity, reliability and professionalism. We have been awarded The New York Times Nonprofit Excellence Award, which recognizes outstanding management practices, and the Peter F. Drucker Award for Nonprofit Innovation. The NonProfit Times, Crain’s New York, The Princeton Review and The Wall Street Journal have all recognized New York Cares as a top-notch employer.

Overview

Reporting to the Technology Manager and the Director of Technology, the IT Help Desk Associate is a part-time, temporary, entry-level position supporting our staff and our network. They will be responsible for responding to staff support requests, diagnosing the root causes of issues, resolving issues or escalating to the Technology Manager as needed, and documenting the resolutions. The candidate will also gain first-hand experience with network administration, cybersecurity issues and data management through participation in periodic projects.

The IT Help Desk Associate will work with a mixed PC/Apple environment, assist with account maintenance in Active Directory, maintain printers, order supplies, manage G-Suite and LastPass accounts, and provide user training. The role requires a strong customer service orientation as well as technical and problem-solving skills.

Responsibilities

  • Account management
    • Creating, managing and troubleshooting Active Directory accounts, Google accounts, and LastPass accounts
    • Responding to password reset requests
    • Troubleshoot staff access to shared email accounts and distribution lists
    • Process new hire and exit forms
    • Regularly audit account access 
  • Equipment support
    • Preparing equipment requests and following up on overdue loans of rental equipment
    • Maintain up to date equipment inventory list
    • Troubleshoot problems with monitors or non-responsive software
    • Install updates to specific software per request
  • Printer and copier support
    • Replacing toners and ensuring an adequate in-stock supply
    • Troubleshoot printer jams and problems with scanning or faxes
  • Documentation and training
    • Document the results of support requests in Salesforce
    • Create end user documentation
    • Provide in-person onboarding training for new staff
  • Phone banking support
    • Attend phone banking volunteer projects to assist in troubleshooting problems
    • Own the vendor relationship with CallHub
    • Ensure data retention policy compliance regarding phone banking projects
  • Administrative support
    • Prepare financial documentation for equipment purchases and regular monthly bills

Qualifications

  • Experience troubleshooting issues on both PCs and Macs as well as mobile devices.
  • Ability to communicate effectively and professionally with staff.
  • Ability to multitask and prioritize multiple requests.
  • Strong written and verbal communication skills with ability to translate technical jargon.
  • Bonus: You have a background in volunteering.

Salary

We are looking for a candidate that can commit to a regular schedule, preferably 4 hours a day (20 hours a week) starting around Sept 1st running through the end of December. We are currently working remotely, but normally are based in the Financial District. $20/hr. 

Apply

Please submit a cover letter and resume to hr@newyorkcares.org with “IT Help Desk Associate” in the subject line. New York Cares is an Equal Opportunity/Affirmative Action Employer.