Technical Support, MIS

Position Overview: The Technical Support role develops and implements technology solutions that enhance organizational efficiency. The position requires maintaining up-to-date knowledge of on-premise and cloud-based enterprise applications and integrating them into NYCEDC’s workflows. Responsibilities include onboarding and training end users, performing system and software upgrades, and providing escalated technical support in a timely manner.

Essential Duties & Responsibilities:

• Provide technical assistance and customer support to end users
• Identify technical improvement opportunities as well as lead in facilitating user adoption of new technologies
• Support on-premise and cloud services solutions such as Office 365 Suite and SharePoint Online
• Assist in managing day-to-day support tickets (helpdesk tickets)
• Configure, install, and troubleshoot network scanners and printers
• Respond promptly to Helpdesk calls and email messages and prioritize requests according to importance
• Provide basic support for hardware, software, and network access as well as remote offices
• Track records of all hardware and software inventory
• Must be available to work evenings (after 5 PM) and weekends as needed to support operational demands and emergency service calls.
• Process payments and maintain accurate records for mobile communications and IT procurement, including renewals, maintenance agreements, and General Purchase Orders.
• Other duties as assigned

Requirements:

• Bachelor’s degree or equivalent experience.
• Proficiency with both PC and Mac operating systems, including Windows 10, Office 365, and SharePoint Online.
• Minimum of 3 years of experience providing Help Desk or technical support.
• Demonstrated experience collaborating effectively within a team environment.
• Effective written and verbal communication skills for providing user support and delivering presentations to management and staff.
• Working knowledge of TCP/IP networking and cloud infrastructure technologies.
• Proven experience managing multiple technical projects and completing them on schedule.
• New York City residency within 180 days of hire.