Help Desk Support Technician I Save

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 I serves as the primary point of contact for all incoming technical support inquiries, providing essential first-level technical assistance to end users. This role is crucial for ensuring the smooth operation of the organization’s digital infrastructure, including computer systems, Virtual Desktop Infrastructure (VDI), and a wide range of hardware and software assets. They will be responsible for rapidly addressing user issues, documenting all actions, and escalating complex problems to senior IT staff to maintain a high standard of customer service and technical efficiency.

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:

• Front-line User Support: Act as the initial point of contact for all technical issues and requests submitted via the ticketing system, or other communication channels. Triage, prioritize, and manage a high volume of support requests in a timely and professional manner.
• Tier 1 Troubleshooting and Resolution: Diagnose and resolve a wide array of common technical issues, including, but not limited to, hardware failures, software application errors, operating system malfunctions, and user login issues. This includes providing remote and, when necessary, hands-on support.
• Virtual Desktop Infrastructure (VDI) Support: Provide dedicated first-level support for the organization’s Virtual Desktop Infrastructure (VDI), addressing user-specific issues such as connectivity problems, virtual machine access failures, and basic navigation and performance concerns within the VDI environment.
• User Account and Access Management: Execute routine account administration tasks, including password resets, account lockouts, and initial user access provisioning for various applications and network resources, following established security protocols.
• Comprehensive Documentation: Meticulously document all technical support incidents, including a detailed description of the issue, the troubleshooting steps taken, the final resolution, and any necessary follow-up actions. This documentation will be maintained in the help desk ticketing system to ensure a complete and accurate historical record.
• Effective Escalation: Identify and escalate complex or unresolved issues to the appropriate senior team members, such as the Help Desk Support Technician II, Director of Help Desk Support, or Director of IT Infrastructure. Ensure all relevant documentation is provided during the escalation process to facilitate a seamless transition and rapid resolution.
• Asset Deployment and Configuration: Assist with the setup, configuration, and deployment of new workstations, laptops, and mobile devices. Install and configure essential software applications and troubleshoot any peripheral devices (e.g., printers, scanners, monitors) to ensure they are fully operational for end users.
• Performs other duties as assigned.

Qualifications

Qualifications:

• High school diploma or equivalent, Associate’s degree in Information Technology preferred;
• CompTIA A+ certification preferred;
• Basic knowledge of computer hardware, Windows/macOS operating systems, and Microsoft Office applications;
• Familiarity with Virtual Desktop Infrastructure (VDI) preferred;
• Strong problem-solving, communication, and organizational skills;
• Customer-focused mindset with the ability to learn quickly and follow procedures;
• 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.

Travel Requirements: - Required to travel to various organizational sites 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.