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Technical Support Engineer I (MIS255)

Volunteers of America - Greater New York Inc

Job Description

Volunteers of America is a national, faith-based human services organization that helps some of the most vulnerable men, women and children in our communities lead safe, healthy, independent and productive lives. Founded in New York City in 1896, Volunteers of America is one of the nation's oldest, largest and most respected human services organizations, serving 2 million people in 400 communities in 46 states every year. Volunteers of America - Greater New York is the largest affiliate of the national organization, with more than 90 programs and 1,300 staff in the metropolitan New York area, Westchester and Nassau counties, and Northern New Jersey. Skilled and dedicated staff, and generous corporate and individual community partners, help tens of thousands of people in need every year. Whether the needs are short-term, like case management and temporary shelter, or long-term help like permanent supportive housing, we have the commitment, experience and relationships necessary to provide high quality, comprehensive services to a wide range of people in need in the New York metropolitan area.

The Technical Support Engineer I is responsible for responding to and resolving all organization wide requests for help. Day to day responsibilities consist of: Installing, testing, maintaining and troubleshooting end user workstations and interrelated hardware and software, Active Directory user management, troubleshooting of mobile devices, voice and CCTV networks, escalating issues accordingly, and maintaining communication with customers and Technical teams. Provide site and application documentation and successfully complete special projects as assigned by managers.

MINIMUM QUALIFICATIONS:
 

Bachelors of Science in Business Administration, MIS, or equivalent discipline with 1-3 years’ experience with Microsoft Windows desktop, server level 1 support, voice and CCTV systems, or satisfactory combination of education and experience.Exceptional customer service and phone etiquette skills, excellent verbal and written communication skills. Team player. Detail oriented and strong problem-solving capabilities with the ability to work on multiple, concurrent tasks and adapt to shifting priorities. Take initiative, and response to time-sensitive situations are essential, along with discretion and good sense in dealing with clients



REQUIRED CERTIFICATION: Comp TIA - A+, Network+ and Security+, ITIL Foundation

PRINCIPAL RESPONSIBILTIES: 

  1. Taking initial telephone or email inquiries and troubleshooting and managing relatively simple hardware, software or network problems.

  2. Use Remote Monitoring tools and call tracking to log and route tickets in a high-call volume environment (e.g. Kaseya).

  3. Responding to and resolving desktop, server, and network issues. Recognizing and escalating more difficult problems to Tier 2 support.

  4. Supporting Microsoft Windows and Apple MAC environments, including the windows stack, Active Directory, and hosted e-mail systems. Imaging and Deploying Desktops and Laptops for end users.

  5. Managing and Monitoring Active Directory, DNS, DHCP, Windows Shares, Antivirus and backup servers.

  6. Creating and maintaining client-related documentation.

  7. Actively participating as a strategic member of the technology team, including participating in team meetings and providing technical support for our managed service clients.

  8. Patch Management of Servers and Workstations in Domain.

  9. Perform other duties as assigned.


EFFECTS ON END RESULTS:

  1. Desktop operating system, user accounts and user training problems are effectively monitored and maintained.

  2. A continuous and efficient desktop-operating system will be distributed and maintained.

  3. An adequate user environment exists with a ready source of information regarding that environment.

  4. User productivity and efficiency will increase.

  5. Cost effective productivity gains and greater efficiency through current technologies and application development and enhancement are achieved.

  6. A stable and continuous operating environment will be deployed and maintained.

  7. A consistent level of support and knowledge will be maintained.

Make a living by making a difference. Apply online today!

Volunteers of America is an Equal Opportunity Employer.

Other details

  • Pay Type Hourly
  • Job Start Date Thursday, January 31, 2019

Job Requirements

 
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Job Snapshot

Location US-NY-New York
Employment Type Full-Time
Pay Type Year
Pay Rate N/A
Store Type Health Care

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Snapshot
Volunteers of America - Greater New York Inc
Company:
US-NY-New York
Location:
Full-Time
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
Health Care
Store Type:

Job Description

Volunteers of America is a national, faith-based human services organization that helps some of the most vulnerable men, women and children in our communities lead safe, healthy, independent and productive lives. Founded in New York City in 1896, Volunteers of America is one of the nation's oldest, largest and most respected human services organizations, serving 2 million people in 400 communities in 46 states every year. Volunteers of America - Greater New York is the largest affiliate of the national organization, with more than 90 programs and 1,300 staff in the metropolitan New York area, Westchester and Nassau counties, and Northern New Jersey. Skilled and dedicated staff, and generous corporate and individual community partners, help tens of thousands of people in need every year. Whether the needs are short-term, like case management and temporary shelter, or long-term help like permanent supportive housing, we have the commitment, experience and relationships necessary to provide high quality, comprehensive services to a wide range of people in need in the New York metropolitan area.

The Technical Support Engineer I is responsible for responding to and resolving all organization wide requests for help. Day to day responsibilities consist of: Installing, testing, maintaining and troubleshooting end user workstations and interrelated hardware and software, Active Directory user management, troubleshooting of mobile devices, voice and CCTV networks, escalating issues accordingly, and maintaining communication with customers and Technical teams. Provide site and application documentation and successfully complete special projects as assigned by managers.

MINIMUM QUALIFICATIONS:
 

Bachelors of Science in Business Administration, MIS, or equivalent discipline with 1-3 years’ experience with Microsoft Windows desktop, server level 1 support, voice and CCTV systems, or satisfactory combination of education and experience.Exceptional customer service and phone etiquette skills, excellent verbal and written communication skills. Team player. Detail oriented and strong problem-solving capabilities with the ability to work on multiple, concurrent tasks and adapt to shifting priorities. Take initiative, and response to time-sensitive situations are essential, along with discretion and good sense in dealing with clients



REQUIRED CERTIFICATION: Comp TIA - A+, Network+ and Security+, ITIL Foundation

PRINCIPAL RESPONSIBILTIES: 

  1. Taking initial telephone or email inquiries and troubleshooting and managing relatively simple hardware, software or network problems.

  2. Use Remote Monitoring tools and call tracking to log and route tickets in a high-call volume environment (e.g. Kaseya).

  3. Responding to and resolving desktop, server, and network issues. Recognizing and escalating more difficult problems to Tier 2 support.

  4. Supporting Microsoft Windows and Apple MAC environments, including the windows stack, Active Directory, and hosted e-mail systems. Imaging and Deploying Desktops and Laptops for end users.

  5. Managing and Monitoring Active Directory, DNS, DHCP, Windows Shares, Antivirus and backup servers.

  6. Creating and maintaining client-related documentation.

  7. Actively participating as a strategic member of the technology team, including participating in team meetings and providing technical support for our managed service clients.

  8. Patch Management of Servers and Workstations in Domain.

  9. Perform other duties as assigned.


EFFECTS ON END RESULTS:

  1. Desktop operating system, user accounts and user training problems are effectively monitored and maintained.

  2. A continuous and efficient desktop-operating system will be distributed and maintained.

  3. An adequate user environment exists with a ready source of information regarding that environment.

  4. User productivity and efficiency will increase.

  5. Cost effective productivity gains and greater efficiency through current technologies and application development and enhancement are achieved.

  6. A stable and continuous operating environment will be deployed and maintained.

  7. A consistent level of support and knowledge will be maintained.

Make a living by making a difference. Apply online today!

Volunteers of America is an Equal Opportunity Employer.

Other details

  • Pay Type Hourly
  • Job Start Date Thursday, January 31, 2019

Job Requirements

 
Technical Support Engineer I (MIS255) Apply now