IT - L2

About Northside

Northside Center for Child Development serves over 4,000 children annually through high-quality, outcomes-driven behavioral health, early childhood, and enrichment services. With over $30 million in annual funding, the organization provides children and their families with the support they need to overcome adversity, thrive, and pursue their dreams. Northside has been a staple of the Harlem community since its founding in 1946 and is a pioneer at the intersection of education and behavioral health for Black and Latino children.

For more information on Northside Center for Child Development, please visit https://(Use the "Apply for this Job" box below)..

We are seeking a proactive and customer-focused Helpdesk Engineer to join our IT support team. This role focuses on providing Tier 1 and Tier 2 support for desktop configurations, Office 365 platform services, and Windows environments. You’ll be the first point of contact for users needing assistance, ensuring timely resolution of issues and maintaining a high standard of service delivery.

• Provide technical support to end-users via phone, email, chat, and in-person for hardware, software, and network-related issues
• Configure, deploy, and troubleshoot Windows desktops and laptops (Windows 10/11)
• Manage and support Office 365 applications, including Outlook, Teams, SharePoint, and One Drive
• Install, configure, and update desktop software, operating systems, and patches as needed
• Set up and manage user accounts, permissions, and group memberships via Active Directory and Office 365 Admin Center
• Maintain inventory of IT hardware and software assets
• Assist with user onboarding/offboarding, ensuring proper equipment setup and access provisioning
• Escalate unresolved issues to appropriate technical teams and coordinate follow-ups
• Create and maintain detailed documentation for procedures, known issues, and troubleshooting steps
• Support and troubleshoot mobile device access to corporate resources (iOS/Android)
• Provide network troubleshooting for end-users (Wi-Fi connectivity, VPN access, printer configuration)

Required:

• 2–4 years of experience in a Helpdesk, Service Desk, or Desktop Support role
• Strong hands-on experience with Windows OS (Windows 10, Windows 11) configuration and troubleshooting
• Proficient in supporting Office 365 suite applications and services
• Basic understanding of Active Directory, Exchange Online, and cloud authentication (Azure AD is a plus)
• Familiarity with common hardware platforms (laptops, desktops, mobile devices, printers)
• Excellent problem-solving skills with a focus on root-cause analysis
• Strong verbal and written communication skills; ability to explain technical information to non-technical users
• Customer service mindset with an emphasis on patience, professionalism, and follow-through
• Preferred:
• Experience using helpdesk ticketing systems (e.g., Service Now, Jira Service Desk, Zendesk)
• Basic knowledge of ITIL processes
• Exposure to remote support tools (e.g., Remote Desktop, Microsoft Endpoint Manager)
• Certifications such as CompTIA A+, Microsoft 365 Fundamentals (MS-900), or MD-102 (Endpoint Administrator Associate) are a plus

• Associate or Bachelor’s Degree in Information Technology, Computer Science, or related field (or equivalent hands-on experience)

• Entry level

• Full-time

• Information Technology

• Mental Health Care