Unit

Title:                Help Desk Support Technician II
Unit:                Information Technology
Reports to:      Director of Help Desk Support
Status:             Full Time; Regular; Non-Exempt
Salary:             $30.22 to $32.97(approximately $55,000 to $60,000 annually)
Location:         Long Island City, Queens
Days/Hours: 35 Hour Weekly schedule
 

Organization Overview:

The Fortune Society, Inc. (Fortune) has been working for over 57 years in service to our mission: to support successful reentry from incarceration and promote alternatives to incarceration, thus strengthening the fabric of our communities. The organization has evolved into one of the nation’s preeminent reentry and justice-informed service organizations, providing formerly incarcerated people with the skills and wrap-around services needed to break the cycle of crime and incarceration and to build productive lives in their communities.

Fortune has grown steadily over the years to an agency with close to $90 million in annual budget with just under 600 staff. We anticipate that we will keep growing, both in size and depth of service. Fortune has a dual mission: both advocacy and service. The advocacy portion of our mission focuses on building a more just criminal legal system and reducing the barriers to reentry into society. The service side of Fortune has evolved to encompass a broad range of programs that started with employment and education and now includes a robust array of services, among them: alternatives to incarceration, supervised release, court advocacy, discharge planning within correctional facilities, licensed substance use and mental health treatment, a housing continuum ranging from emergency and transitional through permanent congregate and scattered site housing, assistance in obtaining benefits, a care management unit, HIV services, a food and nutrition program, and an arts program. Each service we provide is informed by the needs of the population we serve. Fortune currently serves approximately 14,000 people a year. Our program models are recognized, both nationally and internationally, for their quality and innovation. We have locations in Brooklyn, The Bronx, Manhattan and Queens.

Position Summary: The Help Desk Support Technician II is a critical member of the IT team, providing advanced technical support and acting as a Tier 2 escalation point for the Help Desk team. This role is responsible for the efficient diagnosis and resolution of complex hardware, software, and network issues. Beyond direct technical support, the technician will also manage IT assets, provide mentorship to junior staff, and collaborate with senior technical teams to ensure seamless IT operations across the organization.

Core Competencies:

Mission and Fit: Embodies Fortune’s mission and values and will be an effective member of the team in furthering both. The candidate should exhibit compassion and understanding for our participants (wherever they are in their re-entry process) and embrace Fortune’s core value that none of us should be measured against the worst things we have done.

Essential Duties and Responsibilities:

• Advanced Tier 2 Support: Serve as the primary escalation point for help desk tickets conducting in-depth analysis and advanced troubleshooting to resolve issues that require a higher level of technical expertise.

• Comprehensive Desktop and Remote Support: Provide timely and effective technical support to end users, utilizing both remote assistance tools and hands-on, in-person methods to diagnose and resolve a wide range of technical problems.

• Hardware and Software Lifecycle Management: Install, configure, diagnose, troubleshoot, and repair a variety of hardware and related equipment, including PCs, laptops, mobile devices, and printers. This includes managing the entire lifecycle of these assets from deployment to decommissioning.

• VDI and Application Support: Provide advanced support for the Virtual Desktop Infrastructure (VDI), addressing complex issues related to user profiles, session stability, and application performance within the virtual environment.

• IT Asset and Inventory Management: Perform meticulous hardware and software inventory tracking and management. This includes maintaining accurate records of all IT assets and managing software licenses to ensure compliance and cost-efficiency.

• Technical Training and Mentorship: Actively assist in the training and development of staff, particularly junior Help Desk Support team members. Provide guidance on best practices for using computer systems, the VDI, and other network operations.

• Cross-functional Collaboration: Collaborate closely with systems administrators, network engineers, and application teams to resolve complex, cross-functional issues that cannot be handled by the help desk alone.

• Documentation and Process Improvement: Proactively contribute to the expansion of the knowledge base by creating detailed technical documentation and standard operating procedures (SOPs). This ensures a consistent approach to troubleshooting and empowers the entire IT team.

• Project Support: Assist the Director of Help Desk Support with special projects and assigned tasks, including system upgrades, migrations, and infrastructure enhancements.

• Perform other duties as assigned.

Qualifications:

• High school diploma or equivalent, Associate’s degree in Information Technology preferred;
• CompTIA A+ required; Network+, Security+, or Microsoft certifications preferred;
• Minimum 3 years of hands-on experience with workstation support, including operating systems, applications, and hardware support in a 200+ user environment;
• Minimum 2 years of experience troubleshooting client-side networking and connectivity issues;
• Strong knowledge of Microsoft environments, Active Directory, TCP/IP networking, and network printing;
• Experience with Virtual Desktop Infrastructure (VDI) and remote support tools;
• Strong MS Outlook, MS Office, and enterprise application support skills;
• Knowledge of antivirus, anti-spyware, and endpoint protection solutions;
• Proven ability to work effectively in a results-driven, customer service-oriented support team;
• Excellent communication, organizational, and customer service skills;
• Ability to multi-task with strong organizational and time management skills;
• Good self-direction and ability to problem solve and work as a team;
• A sense of humor.

We seek talented, dedicated individuals from all walks of life who possess a strong commitment to this mission.  Relevant personal experience is a plus.

Travel Requirements: - Required to travel to various organizational sites and other locations as needed.

Physical Demands: May require lifting and transporting equipment weighing 50+ pounds.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The responsibilities and requirements listed are representative of the knowledge, skills, minimum education, training, licensing, experience and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

The Fortune Society is an Equal Opportunity Employer. All qualified applicants will be afforded equal employment opportunities without discrimination because of conviction history, race, religion/creed, color, national origin, sex, age, disability, sexual orientation, gender identity, military status, predisposing genetic characteristics, victim of domestic violence status or marital status.