IT HELP DESK SUPPORT SPECIALIST

WHO WE ARE:

Asian Americans for Equality (AAFE) is a 501 (c) (3) non-profit organization based in New York City. Founded in 1974 in Manhattan’s Chinatown to advocate for equal rights, AAFE has transformed in the past four decades to become one of the city’s leading housing, social service and community development organizations. AAFE advances racial, social and economic justice for Asian Americans and other systematically disadvantaged communities, guided by our experiences as Asian Americans and our commitment to civil rights. AAFE is nationally recognized as an innovative affordable housing developer and property manager; we have created and preserved more than 1,000 affordable rental units in Manhattan and Queens and provided over $400 million in mortgage financing for first-time homebuyers.  AAFE also supports economic empowerment through two affiliates: a small business CDFI, Renaissance EDC (REDC), that provides financial and technical assistance to low-income, immigrant entrepreneurs; and a homeownership CDFI, Community Development Fund (CDF), that provides counseling and financial assistance to first-time and existing homeowners.  From neighborhood offices in Chinatown and the Lower East Side (Manhattan) and Flushing and Jackson Heights (Queens) we provide an array of multilingual counseling and educational programs in support of low-income tenants, seniors and immigrant youth. 

POSITION SUMMARY:

Serve as contact in providing remote customer service and moderately complex technical support to employees.  The ideal candidate has 3 or more years of experience in IT, outstanding critical thinking and problem-solving ability and a commitment to high-quality customer service.

• Set up workstations with computers, printers, docking stations and monitors as needed.
• Check computer hardware (HDD, mouses, keyboards etc.) to ensure functionality
• Install, configure, perform upgrades of appropriate software and functions according to specifications
• Ensure security and privacy of networks and computer systems
• Provide orientation and guidance to users on how to operate new software and computer equipment
• Organize and schedule upgrades and maintenance without preventing other employees from completing their work
• Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)
• Maintain records/logs of repairs and fixes and maintenance schedule
• Maintain inventory and identify computer equipment shortages and place orders
• Responsible for tracking software and Zoom phone licenses.
• Provide inventory reports to Office Manager
• Liaison with third-party IT consultant

QUALIFICATIONS & SKILLS:

• High School degree or equivalent with any experience and training that demonstrates the ability to perform the job responsibilities.
• 3 years IT help desk experience 
• Personal leadership within a team environment – multi-tasker, self-motivated and takes initiative, shares credit and takes responsibility for actions.
• Strong project management and organizational skills with timely and consistent attention to detail and to follow up.
• Excellent computer skills, including a high degree of proficiency in Microsoft Office Suite, Google Suite, Zoom, etc..
• Strong analytical, verbal, written and interpersonal communication skills with the ability to present information to a diverse client base- specifically racially, ethnically and socially diverse.
• Must be able to maintain confidentiality of sensitive materials and information

EXPECTATIONS & HOW WE WORK:

We believe that the people and the communities that we have the privilege to serve, deserve our very best every day.  We are a results-driven organization that focuses on inclusiveness, empowerment and impact. AAFE employees are accountable, collaborative and strong communicators with a core strength of community service and development.  We are strategic thinkers who are committed to racial equality and treating each other, and the communities we serve, with respect and dignity.  We have an aptitude for technology and a strong desire to continuously learn. This philosophy expands to the way we manage our work and the way we put our best foot forward.  All employees are expected to adhere to the following:  

• Ensure compliance with all grant/contract requirements
• Work as part of a team in supporting other AAFE program contracts and projects 
• Provide quality customer service to both internal and external partners and co-workers. 
• Support efforts that ensure a safe and healthy work environment.
• Understand and embrace the value in collaborating with people of different cultures, races, genders, ethnicities, beliefs, experiences and ideas.
• An understanding of the concepts of institutional and structural racism and bias and their impact on underserved and underrepresented communities.
• Maintain a positive, helpful attitude.
• Enjoy your time at work!

COMPENSATION:

AAFE offers rich benefits, recognition, opportunities for professional growth and competitive salaries.  Salary offers will be based on the candidate’s experience in similar role and will fall within a range between $50,000 - $60,000