IT Support Engineer

Who We Are

The Police Athletic League (PAL) of New York City is an independent youth development nonprofit organization and has been a vibrant and vital institution, serving as an effective, critical bridge between police and communities across all five boroughs of the City since 1914. PAL operates diverse programs for children as young as 2 years old to young adults. Programs include Head Start, after-school programs and summer day camps for elementary, middle and high school youth, and summer Playstreets.

PAL also runs evening teen centers and college readiness programs, youth employment, and juvenile justice programs. Staying true to PAL’s roots, a cornerstone of our youth development strategy includes offering competitive and recreational sports for children of all ages. At PAL, we’re devoted to empowering communities and building the best places to work, and that goes for our own teams too.

PAL is seeking an IT Support Engineer to support the day-to-day upkeep of computer systems and infrastructure. He or she will be responsible for on‑site support across all PAL’s NYC 17 locations for networked PCs, laptops, VOIP phones, PAL issues mobile phones, printers, PAL’s Microsoft Active Directory domain and hosted in Azure and locally, and troubleshooting various network devices including switches and routers.

Additionally, PAL relies heavily on the Office 365 Suite online tools, to support both on‑site and hybrid work for all staff. The IT support Engineer will work closely with the Operations team, PAL’s IT Business Partner providing enterprise managing IT services. The IT Support Engineer will report to the Director of Operations.

• Install, configure, and troubleshoot desktop and laptop hardware, peripherals, operating system and firm business software.
• Serve as the primary contact to support internal company end users and IT operations.
• Troubleshoot, analyze, resolve, and accurately document various technical problems and resolutions (i.e., software, hardware, and company specific applications).

• Responsible for hardware and software inventory management and administration.
• Administration of Microsoft Exchange 365 and Active Directory.
• Assist with IT projects including new IT system implementations and upgrades.
• Apply analytical skills in order to solve complex technical problems and recommend alternatives.
• Support day-to-day administrative operations such as account management, application monitoring, and staff scheduling needed to maintain systems.
• Coordinate with HR to support IT onboarding and off-boarding tasks for new employees including AD account management and IT equipment set up / provisioning.
• Troubleshoot and coordinate issues with PAL’s Internet Service Provider Vendors and other IT vendors.

• Provide the highest level of technical support to employees locally and remotely.
• Establish and maintain effective working relationships with company staff, vendors, and IT business partners using strong customer service skills.
• Respond promptly and clearly to any tickets submitted in PAL’s IT ticketing system and keep the ticketing information up to date.
• Work closely with PAL management team & PAL’s IT Business Partner to assure seamless communication between computers and network‑based systems and peripherals.
• Continuously document IT operations process to assist with maintaining knowledge base.
• Perform other IT related duties as required.

• High school degree required; further education or certifications in IT, or related fields preferred.
• Excellent computer skills, including proficiency in using Microsoft O365, Windows 10, Active Directory, Azure AD and Group Policy Office System Center Endpoint Protection, VPN.
• Microsoft Certified Professional certification or other industry Certification preferred.
• Basic network technology knowledge (LAN/WAN and wireless).
• Hardware experience must include desktops, laptops, Smartphones, VoIP phones, printers and scanners.
• Ability to juggle multiple priorities, change & adapt to organizational needs as they develop.
• Effect…