IT REMOTE DESKTOP SUPPORT SPECIALIST Position Available In Nassau, New York

IT REMOTE DESKTOP SUPPORT SPECIALIST 3.0 3.0

out of 5 stars Bethpage, NY Enjoy making a difference? Join the team at FREE, enriching the lives of others, one individual at a time. Family Residences and Essential Enterprises, Inc. (FREE) benefits and proudly supports more than 4,000 individuals with intellectual / developmental disabilities, mental illness and traumatic brain injury. It is the mission of FREE to support people of all abilities reach their full potential and thrive in their communities. FREE provides a diverse array of supports and services including: housing; recovery services; transition to work; employment; day, community and family services; respite; crisis services; education and after school support; specialty health services; and advocacy.

POSITION SUMMARY

The Remote Desktop Support Specialist will help support the business in day-to-day operations and play a strategic role in the successful growth of FREE’s service offering and expansion. The Remote Desktop Support Specialist primary role is to support and maintain organizational computer systems, thin clients, desktops, and peripherals at our residential locations throughout Long Island and Queens. That includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via tickets) in a timely and accurate fashion and provide end-user assistance where required.

DUTIES, RESPONSIBILITIES, AND ESSENTIAL FUNCTIONS

Provides exceptional customer service while responding to phone, e-mail, and online requests for technical support related to but not limited to our residential locations. Monitors IT ticket system for new or updated requests. Acts as primary support for all FREE’s residential locations Provides residential location support for the following o Wyse thin clients, monitors, keyboards and mice o Desktops and Laptops o Phones o Multifunction (Print, Copy, Scan, Fax) Printers o Network, phone and cable TV wiring Diagnose and repair o Cable TV, including working with system vendors/providers to escalate issues. o Security Camera Systems Proactively visits residential locations to perform preventive maintenance tasks. Identifies problems and advises on solutions. Supports the IT team in maintaining all hardware, software, and other systems. Maintains and updates inventory and assists with keeping IT documentation current Assists with providing support for mobile devices, in particular Smart phone deployment Assists in setting up video conferencing for telehealth and other remote meeting. Ensures that all required documentation (paper and electronic) is completed /processed appropriately, in a timely manner, and meets quality and compliance thresholds. Performs other duties as assigned. Responsibilities of All FREE Employees Always communicate in a respectful manner with all people including the people we support, supervisors, other valued team members, and members of the community. Complies fully with FREE’s confidentiality policies by holding in strictest confidence all information pertaining to members, residents, the people we support and their families, clients, providers, contractors, and employees. Meets all safety training requirements; adheres to all safety policies and reports any and all unsafe conditions; takes measures to prevent accidents and/or eliminate conditions that pose a safety or health risk. Coordinates, supports, attends and participates in all required events/ meetings/ reviews/ committees, including ones outside of standard working hours. Meets all job requirements and stays in compliance. Adheres to FREE’s standard of ethical behavior as outlined in the Employee Handbook and Code of Conduct as well as applicable laws and regulations. Please note the above duties, responsibilities, and essential functions are a non-exhaustive list, and may be changed by FREE at any time, with or without notice to the employee.

QUALIFICATIONS

Education:

o High School Diploma or equivalent required

Experience:

o Technical experience supporting end users in an office environment preferred

Specialized Training, Licenses, Certifications:

o Not required, training will be provided upon hire as needed

Knowledge, Skills, Competencies, and Abilities:

o Basic knowledge of PC and all desktop hardware as well as internal components o Basic Windows 10 and Windows 11 knowledge o Some knowledge of Office 365 applications such as Outlook, Word, and Excel o Demonstrated ability to work in a team environment with flexibility, keeping others informed and anticipating needs is essential o Must be efficient, well organized, and have excellent written and verbal communication and interpersonal skills o Able to establish reasonable and attainable deadlines for resolution o Ability to prioritize and manage several milestones and projects efficiently o Ability to learn and support new technology o Problem solving capabilities o Excellent customer service skills o Self-starter o Knows how to work on their own but will know when to escalate and ask for assistance. o Computer proficiency o Willing to learn new skills and systems on an ongoing and as needed basis

Other Requirements:

o Valid Driver’s License and satisfy criteria to be a driver for FREE required

WORK ENVIRONMENT

This role is performed in-person, some travel between FREE Network locations required.

PHYSICAL REQUIREMENTS

Employee is required to sit, walk and stand for prolonged period of time (at least 8 hours). Employee is required to effectively communicate both verbally and in writing. Employee is required to operate standard office equipment such as computers, phones, photocopiers, fax and filing cabinets. Employee might be required to occasionally lift/move up to 50 pounds at a time such as computers, printers, and other peripherals. Notwithstanding the above listed physical requirements of this position, FREE will provide reasonable accommodations to allow employees to perform the essential functions of the position, provided such reasonable accommodations do not cause undue hardship on FREE. •The Pay Range for this job is $24.04-$24.52/hour. This range is based on what FREE reasonably believes it will pay an employee as for said position at the time of the posting. Individual compensation will ultimately be determined based on a variety of relevant factors, including, but not limited to, an individual’s experience, qualifications, longevity at FREE, geographic location, relevant skills, and other factors permitted under federal, state, and local laws. FREE is an equal opportunity employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, gender, gender identity, sexual orientation, national origin, age, disability, genetics, or any other protected characteristic. In addition to federal law requirements, FREE complies with applicable state and local laws governing non-discrimination in employment in all of its locations. This policy applies to all terms and conditions of employment, including, but not limited to, recruiting, hiring, placement, promotion, termination, recall, transfer, leaves of absence, compensation, and training. This job description has been approved by all levels of management. FREE is an equal opportunity employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, gender, gender identity, sexual orientation, national origin, age, disability, genetics, or any other protected characteristic. In addition to federal law requirements, FREE complies with applicable state and local laws governing non-discrimination in employment in all of its locations. This policy applies to all terms and conditions of employment, including, but not limited to, recruiting, hiring, placement, promotion, termination, recall, transfer, leaves of absence, compensation, and training. Family Residences and Essential Enterprises’ affirmative action efforts related to protected veterans and individuals with disabilities are set out and described in our affirmative action plan for protected veterans and individuals with a disability. If you have any questions or would like to view the affirmative action plan, please visit our website www.familyres.org