For 125 years, Catholic Charities Brooklyn and Queens has been providing quality social services to the neighborhoods of Brooklyn and Queens, and currently offers 160-plus programs and services for children, youth, adults, seniors, and those struggling with mental illness.
STATEMENT OF THE JOB:The Help Desk Associate’s role is to provide a single point of contact for end users to receive support and maintenance within the organization’s desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC, phone and peripheral equipment to ensure optimal performance. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion and provide end-user assistance where required.
Helpdesk Support, “Moves, Adds, and Changes”, and Incident Management
Receive, respond to, and resolve incoming calls, emails, and service requests concerning desktop, software, hardware, connectivity, and communication issues.
Create, manage, track, and resolve end-user incidents and service requests in ServiceNow, ensuring accurate documentation, timely updates, and appropriate ticket closure.
Troubleshoot and resolve technical issues within established service levels, escalating complex or unresolved problems to advanced support teams as necessary.
Coordinate with the MSP regarding ticket assignments, escalations, service notifications, and issue resolution.
Provide timely and professional communication to end users regarding the status and resolution of their requests.
Prepare, configure, and deploy desktops, laptops, mobile phones, and other IT equipment for new employees.
Process approved moves, adds, and changes (MAC) requests submitted by authorized managers.
Desktop, Hardware, and Software Support
Install, configure, test, maintain, and troubleshoot end-user workstations, laptops, peripherals, and associated software.
Diagnose and resolve desktop hardware, operating system, application, and connectivity issues.
Ensure physical workstation connections, cabling, and peripheral devices are properly configured and operational.
Troubleshoot networking and connectivity issues, collaborating with network and other technical teams as required.
Document equipment failures, repairs, installations, replacements, and removals accurately.
Coordinate with third-party technical support providers and equipment vendors when necessary.
IT Asset and Inventory Management
Maintain accurate inventories of desktops, laptops, monitors, mobile devices, peripherals, and related equipment.
Record equipment assignments, transfers, repairs, replacements, and disposals in designated asset management systems.
Assist with equipment recovery during employee departures, relocations, and hardware replacement activities.
Assist in capacity planning and forecasting future desktop hardware and equipment requirements.
Information Security and Compliance
Identify and promptly report suspected cybersecurity incidents, including phishing attempts, malware infections, suspicious system activity, lost or stolen devices, and potential unauthorized access.
Escalate suspected security incidents to IT Team members in accordance with established incident response procedures.
Assist with remediation of endpoint security vulnerabilities and compliance findings under the direction of IT personnel.
Identify and report noncompliant equipment, unauthorized software, insecure configurations, and user activities that may violate Agency cybersecurity policies.
Handle Agency information, in accordance with applicable privacy, security, and data protection requirements.
Follow established procedures for secure device provisioning, reassignment, decommissioning, and data sanitization.
Reinforce cybersecurity awareness and safe computing practices when assisting end users.
Perform other related duties as assigned by the supervisor.
IT Operations, Coordination, and Continuous Improvement
Collaborate with…