IT Support Technician at Harlem Children's Zone in New York, NY

Summary: Harlem Children's Zone (HCZ) is a world-renowned education and poverty-fighting organization based in New York. They are seeking an enthusiastic and dedicated IT Support Technician to provide technical support and ensure the seamless interconnectivity of desktop computers and systems, while also contributing to the mission of breaking the cycle of intergenerational poverty. Responsibilities: - Provide prompt and effective first-level IT support through various channels (phone, tickets, email, in-person); escalate complex issues as needed - Document, analyze, and address recurring IT issues, developing proactive solutions and knowledge resources - Perform installation, maintenance, and troubleshooting of computer hardware and software - Configure and manage Apple and Windows devices, including mobile device management using JAMF (Apple) and Auto-pilot/Intune (Windows) - Support and manage audio-visual systems and telecommunications (VoIP) - Participate in IT projects under the guidance of the Assistant Director of Information Technology Support Services - Collaborate with different IT teams for issue resolution, ensuring adherence to ITIL principles - Proactively monitor IT security, respond to support queries, and manage IT inventory and data - Offer flexible A/V and IT support for events, including early mornings, weekends, and evenings, ensuring high-quality audio-visual setup, testing, and troubleshooting for seamless event experiences - Occasional need for night and weekend work and on-call response Required Qualifications: - Bachelor's degree and 1 year of experience or an Associate's degree with 2 – 3 years of experience - Proficiency in troubleshooting and supporting PC and Mac systems - Excellent customer service, communication, and interpersonal skills - Knowledge of IT concepts, practices, and procedures, including Windows, MacOS, iOS, and Android - Understanding of basic Internet applications and TCP/IP networking - Ability to think critically and act strategically under pressure Preferred Qualifications: - Comptia A+, Network+ and ITIL Certification highly desired - Especially interested in applicants with a passion for technology from a non-technical background such as Psychology, English, Philosophy, or Hospitality Required Skills: PC Troubleshooting, Mac Troubleshooting, Windows, MacOS, iOS, Android, TCP/IP Networking, CompTIA A+, CompTIA Network+, ITIL Certification, Hardware Installation, Software Installation, Mobile Device Management, JAMF, AutoPilot, Intune, Audio-Visual Systems Support, VoIP, Customer Service, Strategic Thinking Benefits: Highly competitive base salaries, Paid time off, Employee referral bonus, Career advancement, No-cost health insurance, Life Insurance, Short-and long-term disability, Additional voluntary benefits, Wellness discounts, Commuter benefits, Financial wellness perks, Additional Benefits (Discounts on flights, hotels, theme parks, concert tickets, and more.)