IT HELPDESK SPECIALIST

Now Hiring: IT Help Desk Specialist | Full-Time | Bronx & Westchester At IAHD we are committed to positively impacting the lives of people with intellectual and developmental disabilities and their families. Our focus is to understand and respect each person's unique strengths, qualities, and dreams, finding ways to support building fulfilled lives. We believe that individuals with intellectual and developmental disabilities are able to live fulfilled lives and are committed to ensuring that people experience inclusion and integration in the communities where they live, learn, work, and have fun. What You’ll Do: Technical Troubleshooting: Serve as the first point of contact for all IT support requests via phone, email, ticketing system, and walk-up support. Diagnose and resolve hardware, software, printer, mobile device, network, and Microsoft 365 Issues both remotely and on-site. On-Site Field Support: Safely operate a company-provided vehicle while following agency policies to travel to agency offices throughout the Bronx and Westchester to perform physical installations, repair, and hands-on troubleshooting. Deployment & Maintenance: Prepare, image, configure, test, and deploy Windows laptops, desktop, tablets, and mobile devices. Install and configure software, security tools, printers, and peripherals. Microsoft 365 & Identity Management: Create, modify, disable, and maintain user accounts in Microsoft 365 and Active Directory. Reset passwords and support Multi-Factor Authentication (MFA). Assist users with Outlook, Teams, OneDrive, and other Microsoft 365 applications. Support user onboarding and offboarding processes. Cybersecurity Support: Follow established cybersecurity policies and best practices. Assist with endpoint protection, security updates, and vulnerability remediation. Report suspicious emails, phishing attempts, and security incidents to IT Director. Ensure all deployed devices comply with agency security standards. Ticket Lifecycle Management: Log, prioritize, track, and thoroughly document all technical issues and resolutions within our ticketing system according to established Service Level Agreements (SLAs). Asset & Inventory Management: Maintain accurate inventory records for computers, mobile devices, software licenses, printers, and accessories. Track equipment assignments and lifecycle status. Documentation & Training: Create and maintain technical documentation, knowledge base articles, and user guides. Assist with staff technology training sessions. Educate users on cybersecurity awareness and technology best practices. Project Support: Assist with agency-wide technology rollouts and upgrades. Support office moves, new site implementations, and infrastructure projects. Participate in after-hours maintenance when required.