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

Part-time IT Help Desk Associate

Reporting to the Technology Manager and the Director of Technology, the Part-time IT Help Desk Associate is a 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. They 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

Documentation and training

  • Document the results of support requests in Salesforce
  • Create end user documentation
  • Provide 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

 

This list is not an exhaustive job description. It is meant to describe the essential duties and the range of responsibilities for the role. Additional duties may be assigned as needed.

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). We are currently working remotely, but normally are based in the Financial District. $20/hr. There will be some office-based work.

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