Summary of Job Description:

Little Flower is seeking a detail-oriented and technically proficient IT Service Desk Specialist to join our team supporting end users at multiple locations. This position serves as the primary point of contact for end-user technical support across the organization.

The ideal candidate will combine strong customer service skills with technical troubleshooting abilities to effectively resolve a wide range of IT issues while ensuring minimal disruption to business operations.

About Little Flower

Little Flower Children and Family Services of New York is a human services nonprofit supporting the well-being of children, youth, families, and individuals across New York City and Long Island since 1929.

Our staff of more than 500 builds well-being by providing prevention services, foster care, residential treatment care, adoption services, programs and services for individuals with developmental disabilities, and medical and mental health services.

Principle Responsibilities:

• Provide technical support for end-users via phone, email, ticketing system, and in-person
• Perform Windows user profile configurations and troubleshooting:
  • Set up new user profiles and troubleshoot profile issues
  • Configure desktop environments and personalization settings
  • Manage user preferences and application settings
• Manage Microsoft 365 and email support:
  • Set up and troubleshoot Microsoft 365 desktop applications, outlook profiles and configurations
  • Resolve email delivery, synchronization, and attachment issues
  • Configure email signatures, rules, and auto-replies
  • Assist with calendar sharing and meeting scheduling
• Manage file access and storage solutions:
  • Set up and modify folder permissions and access controls
  • Manage file shares and OneDrive synchronization issues
  • Assist with SharePoint document library access and permissions
  • Help users with file recovery and version history
• Provide comprehensive printer and peripheral support:
  • Install and configure network and local printers
  • Troubleshoot printing issues (paper jams, connectivity, driver problems)
  • Replace toner cartridges and perform basic printer maintenance
  • Set up scanning to email and network folders
• Resolve connectivity and remote access issues:
  • Troubleshoot VPN connection problems
  • Assist with Wi-Fi connectivity, configuration, and troubleshooting
  • Help with remote desktop and application access
  • Configure mobile device email and application access
• Troubleshoot and resolve issues related to:
  • Hardware: Workstations, laptops, mobile devices, VOIP phones, printers, and video conferencing equipment
  • Software: Microsoft 365 suite (Office apps, Email, Teams, SharePoint), Zoom, Adobe, Sage, and other line-of-business applications
  • Infrastructure: Windows 10/11, file shares, print services, network connectivity
  • Security: Password resets, account lockouts, Trend Micro endpoint protection
• Configure and deploy new hardware and software for staff members
• Escalate complex technical issues to the IT Service Desk Lead when appropriate

• Create, update, and manage support tickets in the ticketing system
• Document troubleshooting steps and resolutions to build the knowledge base
• Follow established support procedures and SLAs
• Maintain accurate inventory of IT assets including hardware and software licenses
• Assist with basic user account management in Active Directory and Azure AD

• Provide basic training to end-users on common applications and systems
• Create simple documentation and how-to guides for frequently encountered issues
• Promote security awareness and adherence to IT policies
• Maintain professional and courteous communication with all staff members

Minimum Requirements:

• Education: Associate's degree in Information Technology, Computer Science, or related field; relevant technical certifications (CompTIA A+, Microsoft certifications) may substitute
• Experience: 1+ years in IT support or help desk role; healthcare IT experience preferred
• Technical Skills: Working knowledge of Windows 10/11, Microsoft 365 suite, basic networking, and hardware troubleshooting
• Service Skills: Experience with ticketing systems and basic ITIL concepts
• Soft Skills: Strong customer service orientation, excellent communication skills, ability to explain technical concepts to non-technical users
• Organization: Detail-oriented with ability to prioritize multiple requests in a fast-paced environment

Preferred Qualifications:

• Demonstrates patience and empathy when working with users of varying technical abilities
• Shows initiative in solving problems and improving service delivery
• Possesses a strong desire to learn and grow technical skills
• Adapts quickly to new technologies and changing environments
• Has experience working in healthcare or social services organizations

Travel Requirements:

This position is located in Wading River, NY with periodic travel to other locations in New York City. A valid NY driver’s license is required.

Disclaimer

The statements herein are intended to describe the general nature and level of work being performed by the incumbent in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of a person in this position.

Diversity, Equity, Inclusion and Belonging Statement

With more than 250 years of combined experience, Little Flower Children and Family Services of New York and St. John’s Residence for Boys have a long-standing history of serving children, youth, adults and families of color. Our mission, vision and values are grounded in elevating the shared humanity of every staff member, community partner and those with whom we engage. We recognize that our DEIB work is continuously evolving as we strive for equity and inclusion for individuals of all races, ethnicities, genders, sexualities, ages, abilities, religions and lived experiences.

Accessibility

Some job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may be designed to protect the safety and health of the employee, their fellow employees and the individuals being served and may therefore exclude some individuals.

Equal Employment Opportunity Statement

Little Flower Children and Family Services of New York provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other legally protected group status.