IT Service Level 1

Position travels to: , Manasquan NJ, Sea Isle, NJ, Whitestone, NY, Hartsdale, NY TELECOMMUTE ELIGIBILITY:

The position may have the option to telecommute as needed.

Sustained by their relationship with God and one another, the Sisters of Mercy mission inspires employees to respond with compassion to the needs of people who are poor, sick, and uneducated. We foster an inclusive, collaborative, and mission-driven environment for both our staff and religious community.

The IT Department supports a global and bilingual user community of over 800 employees and 2,000 religious women. The Level 1 Support Staff provides outstanding customer service while delivering technical support for desktop computers, mobile devices, telephony, audio-visual systems, software applications, and onboarding of new users.

This role is highly interactive, requiring strong communication, problem-solving, and technical skills to ensure a seamless IT experience for both sisters and administrative staff.

• Respond to and resolve helpdesk tickets and phone requests in accordance with SLAs.
• Provide onsite, remote, and phone support for PCs, Macs, printers, mobile devices, and network connectivity.
• Support audio-visual systems, conference rooms, and video conferencing platforms.
• Assist with onboarding, equipment setup, and delivery.
• Maintain inventory control, asset tracking, and proper disposal of devices.
• Set up and terminate user accounts, collaborating with IT team members.
• Support technology refresh projects and other IT initiatives.
• Travel as needed to all offices.
• Other duties as assigned.

Follow all safety procedures; report hazards, accidents, or incidents. Maintain a neat, organized, and safe work environment. Demonstrate initiative and work independently while remaining compliant with policies. Communicate professionally with staff, sisters, and visitors.

• Associate degree (or equivalent experience) in IT or related field.
• 2+ years of Level 1 IT support experience.
• Strong customer service skills with sound decision-making ability.
• Proficient in Microsoft 365 tools.
• Effective verbal and written communication skills.
• Ability to work independently and as part of a team.
• IT Glue Certification (training provided, certification within 3 months).
• Willingness to travel as required.

• Experience with cloud-based helpdesk systems and RMM tools.
• Experience with audio/video technology and video conferencing platforms (Zoom, Teams, Webex).
• Prior experience in nonprofit or religious organizations.
• Familiarity with the traditions and culture of the Sisters of Mercy.

• Lift/push/pull up to 40 lbs occasionally; mostly sedentary.
• Able to sit, stand, and operate computer/office equipment for extended periods.
• Able to distinguish colors, read small print, and communicate clearly.
• Able to work under stress and maintain composure.
• Customer service and service orientation
• Problem-solving and sound judgment
• Strong interpersonal, verbal, and written communication
• Attention to detail, organization, and time management
• Self-motivated, resourceful, and adaptable
• Ability to incorporate mission values into IT practices