IT Support Technician
Harlem Children's Zone (HCZ) is a world-renowned education and poverty-fighting organization based in New York. They are seeking an enthusiastic and dedicated IT Support Technician to provide technical support and ensure the seamless interconnectivity of desktop computers and systems, while also contributing to the mission of breaking the cycle of intergenerational poverty. Responsibilities Provide prompt and effective first-level IT support through various channels (phone, tickets, email, in-person); escalate complex issues as needed Document, analyze, and address recurring IT issues, developing proactive solutions and knowledge resources Perform installation, maintenance, and troubleshooting of computer hardware and software Configure and manage Apple and Windows devices, including mobile device management using JAMF (Apple) and Auto-pilot/Intune (Windows) Support and manage audio-visual systems and telecommunications (VoIP) Participate in IT projects under the guidance of the Assistant Director of Information Technology Support Services Collaborate with different IT teams for issue resolution, ensuring adherence to ITIL principles Proactively monitor IT security, respond to support queries, and manage IT inventory and data Offer flexible A/V and IT support for events, including early mornings, weekends, and evenings, ensuring high-quality audio-visual setup, testing, and troubleshooting for seamless event experiences Occasional need for night and weekend work and on-call response Skills Bachelor's degree and 1 year of experience or an Associate's degree with 2 – 3 years of experience Proficiency in troubleshooting and supporting PC and Mac systems Excellent customer service, communication, and interpersonal skills Knowledge of IT concepts, practices, and procedures, including Windows, MacOS, iOS, and Android Understanding of basic Internet applications and TCP/IP networking Ability to think critically and act strategically under pressure Comptia A+, Network+ and ITIL Certification highly desired Especially interested in applicants with a passion for technology from a non-technical background such as Psychology, English, Philosophy, or Hospitality Benefits Highly competitive base salaries Paid time off Employee referral bonus Career advancement No-cost health insurance Life Insurance Short-and long-term disability Additional voluntary benefits Wellness discounts Commuter benefits Financial wellness perks Additional Benefits (Discounts on flights, hotels, theme parks, concert tickets, and more.) Company Overview HCZ is a non-profit organization that aims to end child poverty through innovative education programs. It was founded in 1970, and is headquartered in New York, New York, USA, with a workforce of 1001-5000 employees. Its website is