Service Desk Technician, Level I

TITLE: Service Desk Technician, Level I

DIVISION: Information Technology (IT)

REPORTS TO: Chief Information Officer (CIO)

SUPERVISED BY: Director of IT Operations

LOCATION: 1670 E 17th St, Brooklyn, NY (40 Hours)

About Us

Interborough Developmental and Consultation Center (IDCC) provides compassionate, comprehensive mental health care to diverse patients of all ages. Our multidisciplinary team treats mental illness as a medical reality, breaking down barriers to care to ensure successful outcomes for our community.

Job Summary

The Service Desk Technician, Level I is the first point of contact for day-to-day technology support across Interborough’s clinics and administrative offices, resolving incidents and service requests by phone, ticket, and in person. Reporting to the Chief Information Officer and working under the direct supervision of the Director of IT Operations, this role keeps staff productive by troubleshooting and repairing hardware, software, accounts, and connectivity issues. The position is both onsite and field-based, with regular travel between IDCC locations throughout Brooklyn. This is an entry-level role with strong opportunity for growth and hands-on learning as you build your technical skills.

Job Responsibilities

• Serve as the first point of contact for end users, responding to support tickets, phone calls, and walk-up requests both in the office and on-site at clinics.
• Troubleshoot, diagnose, and resolve everyday hardware, software, printer, phone, and connectivity issues, escalating more complex problems as needed.
• Perform routine repairs and maintenance on workstations, peripherals, and phone systems to keep staff up and running.
• Administer user accounts and access, including password resets, new-hire setup, and provisioning of e-mail (Google Workspace, Outlook), log-in credentials, and phone extensions.
• Install, update, and verify anti-virus and standard software across organizational computers.
• Travel between IDCC clinics and school-based sites throughout Brooklyn to deliver on-site support; transportation between sites is provided.
• Scan, tag, and maintain accurate inventory of equipment and software, and assist with periodic inventory audits.
• Document support activity, track ticket status, and provide regular updates on work in progress.
• Stay current on all pertinent federal, state, and internal regulations, laws, and policies as they evolve.
• Ensure all operations strictly adhere to Interborough compliance standards, the Corporate Compliance Policy, and the Code of Conduct.
• Additional duties and specialized projects as required to support departmental and organizational goals.

Requirements

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 0–2 years of experience in a help desk, service desk, or IT support role; relevant internships or coursework will be considered.
• CompTIA A+ preferred; ITIL Foundation or a Microsoft/Google certification is a plus.
• Working knowledge of Windows 10/11 and macOS, including device setup and everyday hardware and peripheral support.
• Proficiency with cloud-based productivity and collaboration suites (e.g., Google Workspace), including mail, calendar, file sharing, and basic account administration.
• Experience using a ticketing or ITSM platform (e.g., ServiceNow, Jira, Zendesk, or Freshservice) to log, track, and resolve requests.
• Familiarity with identity and access management in Active Directory and/or Microsoft Entra ID (Azure AD), including password resets and user provisioning.
• Understanding of core networking concepts (TCP/IP, DNS, DHCP, Wi-Fi, and VPN) and use of remote-support tools.
• Awareness of basic cybersecurity and data-privacy practices, including multi-factor authentication, phishing awareness, and HIPAA confidentiality in a healthcare setting.
• Strong problem-solving skills and a patient, methodical approach to troubleshooting, with the ability to explain issues clearly to non-technical users.
• Self-motivated team player with strong interpersonal and time-management skills, able to prioritize across sites and provide status updates as required.
• Willingness to travel between IDCC sites across Brooklyn.
• Equivalent education, experience and/or training may be substituted for the degree requirements.

BENEFITS WE OFFER:

• Medical including Dental and Vision
• Cafeteria Plans: FSA, Dependent child care plan, qualified transportation plan
• Up to 3% 401k Profit Sharing plan automatic contribution for eligible employees
• 401k Additional 4% match of your contribution from your salary
• Employee Assistant Program Services (EAP)
• Paid time off (PTO)
• Referral Bonus for qualifying positions

Interborough is an EEO employer and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regards to race, color, religion, sex, national origin, disability status, genetics, protected veterans’ status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state and/or local law and encourage women, veterans and other minorities to apply.

Interborough Developmental and Consultation Center is committee to Diversity, Equity, Inclusion and Belonging (DEIB) in the workplace. We believe that DEIB is unite to every community.

#IDCCFT

Pay: $40,000.00 - $60,000.00 per year

Work Location: In person