Title of Position: IT Service Desk Analyst FLSA Status: Exempt Department: Information Technology Reports to: IT Service Desk Manager Salary: $60,000 - $70,000 About Win Win is a leading provider of shelter, supportive housing, and innovative programs for families with children experiencing homelessness, in New York City. Our equity-driven Way to Win model takes a multifaceted approach to overcoming barriers to stable housing by offering essential services, including childcare, employment support, legal aid, high-impact youth programs, and housing assistance. We are seeking dedicated individuals who share our mission to end homelessness and provide families with the innovative support they need to secure permanent housing. Purpose of the Position The IT Service Desk Analyst will be responsible for providing technical assistance and support to Win Staff and Clients related to the use of deployed IT equipment and applications. This includes, but is not limited to, providing remote and in-person Service Desk support, setup/installation/upgrade of IT equipment and software, and troubleshooting hardware/software/network connectivity problems in a timely and efficient manner. Responsibilities: + Respond to user inquiries and requests for technical assistance via phone, email or work order; assess problems and issues with IT equipment and applications, and help resolve these issues for users; Serve as the first-level point of contact for Win Clients to facilitate the effective use of student iPads, laptops, and PC Lab equipment. + Diagnose hardware, software, and network connectivity issues; Escalate IT service issues to appropriate technical staff as needed. + Document all user support activity in designated IT work order system; Maintain communication with end-users and supervisor regarding support activities; Update/close work orders in a timely manner. + Install, upgrade, maintain, and troubleshoot IT assets including desktop computer systems and peripherals, software applications, laptops, printers, tablets, smartphones, IP Phones, etc. + Provide individual and group end-user instruction on the use of deployed technology resources. + Maintain updated IT inventory information and document in IT Asset Tracking system. + Prepare and maintain IT service documentation and reports . + Perform other related duties as needed. Essential Functions: + Shift: Monday - Friday 9:00 a.m. to 5:00 p.m.; Occasional assignments on evenings and weekends. + Regular travel to Win sites in all five boroughs of New York City + Occasional inspection of equipment and cables in floors, ceilings, closets and IT rooms. + Lifting and transporting of moderate-to-heavy objects, including computers, printers, UPS devices, and other IT equipment. Qualifications: + Bachelor's degree from an accredited College or University with a major in Computer Science or Information Systems; + OR Graduation from a certified technical training program in computer maintenance/repair; AND At least two years work experience in IT Support or other related Technical Support capacity. + Certification in A+, Network +, Microsoft Desktop Support desirable. Core Competencies: + Leadership: Set an example by following Win policies and procedures. Act with a high degree of professionalism and has a good work ethic. + Facilitating Change: Deliver high quality results consistently. + Managing Performance: Interact respectfully with clients and co-workers. + Applying and Developing Expertise: Work with the manager to develop and meet challenging but achievable goals. Must Understand consequences. + Communicating and Collaborating: Value the full spectrum of diversity and inclusion. Keep the supervisor informed about progress and problems; avoids surprises. Win is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, physical or mental disability, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. Employee’s signature below constitutes employee's understanding of the requirements, essential functions and duties of the position. __________________________________________ Printed Name __________________________________________ ___________ Signature Date