Job Title: Help Desk Specialist Department: Information Technology

Position Summary

This position will provide technical assistance and support for computer systems, networks, servers, and access to applications for New View Alliance and affiliated agencies.

Agency

New View Alliance (NVA) is the parent company of Gateway-Longview, Inc. and New Directions Youth & Family Services, Inc. providing both agencies with strategic planning, advocacy, and shared administrative support for Finance, Human Resources, Information Technology, Corporate Integrity, Performance Improvement, and Diversity, Equity, and Inclusion.

NVA is an equal opportunity employer committed to championing the principles of anti-racism, justice, and equity. We welcome prospective employees from diverse cultures and backgrounds, for all positions, who will uphold our values and contribute to our mission. We aim to have a leadership and workforce that is reflective of the communities we work in partnership with.

Benefits

Flexible working options; generous Paid Time Off; up to 14 paid holidays per year; medical dental and vision coverage; life insurance; 403b with employer matching and health savings accounts; wellness programs, healthy lifestyle incentives and employee assistance programs

Professional Development Opportunities

New View Alliance has a strong investment in developing the future leaders of the organization through trainings, advancement opportunities, and a formal leadership pipeline.

Primary Responsibilities

Provide first level support in trouble shooting servers, workstations, networks, software applications, voice over internet protocol (VOIP) telephone system, copiers, and other technical devices utilizing an IT ticket system for tracking.

Keep team members informed of activities and recommending corrective actions as needed. Properly escalate unresolved IT tickets to appropriate team members.

Support and maintain all deployed applications and all end user operating systems while adhering to all organizational standards, processes, and procedures.

Install, modify, and repair computer hardware and software.

Set up, change, and terminate users which include assigning and tracking IT equipment, assigning rights and access in active directory, creating and changing passwords, establishing email addresses and phone numbers and assessing report operations statuses while following organizational policies and procedures. Assist with administrative functions of documenting and tracking changes.

Assist with process optimization and documentation.

Establish and maintain professional internal and external relationships which includes respecting confidentiality of the organization, projects, and personnel related information.

Train users on computer, phone, and other technical devices. Assist with all operational aspects of deployed applications.

Fulfill other duties as assigned

Required Qualifications

Previous Help Desk experience

Combination of education, experience, and certification

Current NYS Driver's License

Preferred Qualifications

Associate's Degree in Information Systems with at least three years of related experience and/or training

Experience with LANs, Active Directory, Windows server environments, Windows desktop operating systems, Microsoft Exchange, Internet Information Services, backup systems, network/workstation peripherals, print servers, firewalls, spam and antivirus hardware/software

We want to emphasize that the preferred qualifications are not required and that we are committed to helping our future colleagues develop these preferred skills. We strongly encourage those who are passionate about fostering a diverse, inclusive and equitable human service organization to apply.

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