What are the responsibilities and job description for the Analyst - IT Service Desk position at Win (Women In Need)?
Title of Position : IT Service Desk Analyst [HYBRID]
FLSA Status : Exempt
Department : Information Technology
Reports to : IT Service Desk Manager
Salary : $60,000 - $70,000
About Win
Win is a leading provider of shelter, supportive housing, and innovative programs for families with children experiencing homelessness, in New York City. Our equity-driven Way to Win model takes a multifaceted approach to overcoming barriers to stable housing by offering essential services, including childcare, employment support, legal aid, high-impact youth programs, and housing assistance. We are seeking dedicated individuals who share our mission to end homelessness and provide families with the innovative support they need to secure permanent housing.
Purpose of the Position
We are looking for an enthusiastic IT Service Desk Analyst who enjoys fieldwork and engaging directly with customers. This role requires flexibility to work weekends and holidays, with the benefit of a hybrid schedule. The candidate will provide technical assistance and support to Win staff and clients, ensuring the effective use of IT equipment and applications. Responsibilities include remote and in-person service desk support, setup, installation, and troubleshooting of IT equipment and software, and resolving hardware, software, and network connectivity issues efficiently.
Key Responsibilities
Respond to user inquiries and technical assistance requests via phone, email, or work order.
Assess and resolve problems with IT equipment and applications for users.
Serve as the first-level point of contact for Win clients, facilitating the effective use of student iPads, laptops, and PC lab equipment.
Diagnose and troubleshoot hardware, software, and network connectivity issues.
Escalate IT service issues to appropriate technical staff as needed.
Document all user support activities in the designated IT work order system.
Maintain communication with end-users and supervisors regarding support activities.
Install, upgrade, maintain, and troubleshoot IT assets, including desktop computers, peripherals, software applications, laptops, printers, tablets, smartphones, and IP phones.
Provide individual and group end-user instruction on the use of deployed technology resources.
Maintain updated IT inventory information and document it in the IT Asset Tracking system.
Prepare and maintain IT service documentation and reports.
Perform other related duties as needed.
Essential Functions
Shift : Monday - Friday, 9 : 00 a.m. to 5 : 00 p.m.; occasional assignments on evenings and weekends.
Regular travel to Win sites across all five boroughs of New York City.
Occasional inspection of equipment and cables in floors, ceilings, closets, and IT rooms.
Lifting and transporting moderate-to-heavy objects, including computers, printers, UPS devices, and other IT equipment.
Qualifications
Bachelor’s degree in computer science or information systems from an accredited college or university, or graduation from a certified technical training program in computer maintenance / repair.
At least two years of work experience in IT support or a related technical support capacity.
Certification in A , Network , or Microsoft Desktop Support is desirable.
Core Competencies
Leadership : Set an example by following Win policies and procedures. Act with professionalism and a strong work ethic.
Facilitating Change : Consistently deliver high-quality results.
Managing Performance : Interact respectfully with clients and co-workers.
Applying and Developing Expertise : Work with the manager to develop and achieve challenging but attainable goals. Understand the consequences of actions.
Communicating and Collaborating : Value diversity and inclusion. Keep the supervisor informed about progress and problems; avoid surprises.
WIN’S DIVERSITY, EQUITY & INCLUSION HIRING COMMITMENT
Win is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, physical or mental disability, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
Employee’s signature below constitutes employee's understanding of the requirements, essential functions and duties of the position.
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Salary : $60,000 - $70,000
