Job Description Job Description
Title of Position: IT Service Desk Analyst
HYBRID FLSA Status: Exempt
Department: Information Technology
Reports to: IT Service Desk Manager
Salary: $60,000 - $70,000
About Win Win is a leading provider of shelter, supportive housing, and innovative programs for families with children experiencing homelessness, in New York City. Our equity-driven Way to Win model takes a multifaceted approach to overcoming barriers to stable housing by offering essential services, including childcare, employment support, legal aid, high-impact youth programs, and housing assistance. We are seeking dedicated individuals who share our mission to end homelessness and provide families with the innovative support they need to secure permanent housing.
Purpose of the Position
We are looking for an enthusiastic IT Service Desk Analyst who enjoys fieldwork and engaging directly with customers. This role requires flexibility to work weekends and holidays, with the benefit of a hybrid schedule. The candidate will provide technical assistance and support to Win staff and clients, ensuring the effective use of IT equipment and applications. Responsibilities include remote and in-person service desk support, setup, installation, and troubleshooting of IT equipment and software, and resolving hardware, software, and network connectivity issues efficiently.
Key Responsibilities - Respond to user inquiries and technical assistance requests via phone, email, or work order.
- Assess and resolve problems with IT equipment and applications for users.
- Serve as the first-level point of contact for Win clients, facilitating the effective use of student iPads, laptops, and PC lab equipment.
- Diagnose and troubleshoot hardware, software, and network connectivity issues.
- Escalate IT service issues to appropriate technical staff as needed.
- Document all user support activities in the designated IT work order system.
- Maintain communication with end-users and supervisors regarding support activities.
- Install, upgrade, maintain, and troubleshoot IT assets, including desktop computers, peripherals, software applications, laptops, printers, tablets, smartphones, and IP phones.
- Provide individual and group end-user instruction on the use of deployed technology resources.
- Maintain updated IT inventory information and document it in the IT Asset Tracking system.
- Prepare and maintain IT service documentation and reports.
- Perform other related duties as needed.
Essential Functions - Shift: Monday - Friday, 9:00 a.m. to 5:00 p.m.; occasional assignments on evenings and weekends.
- Regular travel to Win sites across all five boroughs of New York City.
- Occasional inspection of equipment and cables in floors, ceilings, closets, and IT rooms.
- Lifting and transporting moderate-to-heavy objects, including computers, printers, UPS devices, and other IT equipment.
Qualifications - Bachelor's degree in computer science or information systems from an accredited college or university, or graduation from a certified technical training program in computer maintenance/repair.
- At least two years of work experience in IT support or a related technical support capacity.
- Certification in A+, Network+, or Microsoft Desktop Support is desirable.
Core Competencies - Leadership: Set an example by following Win policies and procedures. Act with professionalism and a strong work ethic.
- Facilitating Change: Consistently deliver high-quality results.
- Managing Performance: Interact respectfully with clients and co-workers.
- Applying and Developing Expertise: Work with the manager to develop and achieve challenging but attainable goals. Understand the consequences of actions.
- Communicating and Collaborating: Value diversity and inclusion. Keep the supervisor informed about progress and problems; avoid surprises.
WIN'S DIVERSITY, EQUITY & INCLUSION HIRING COMMITMENT Our most effective service to our community comes from a diverse mix of minds, backgrounds, and experience. As a result, we are committed to cultivating an inclusive work environment. Win actively seeks a diverse applicant pool and encourages candidates of all backgrounds to apply. We provide equal opportunities to all employees and applicants for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, genetic disposition, neurodiversity, disability, veteran status or any other protected category under federal, state and local law.
Company Description
Women In Need provides safe, clean shelter and critical services and programs to over 10% of the homeless families in New York City. As the City's homelessness crisis continues to escalate at an unprecedented rate, Win continues to increase in size, staff, and scope. With 14 shelters, and hundreds of supportive housing units, Win will serves more than 10,000 homeless families annually - always with a trauma informed focus on providing programs and services they need to confidently regain their independence and succeed on their own. For more than 39 years, Win's mission has been to break the cycle of homelessness for families in New York City.
Company Description Women In Need provides safe, clean shelter and critical services and programs to over 10% of the homeless families in New York City. As the City's homelessness crisis continues to escalate at an unprecedented rate, Win continues to increase in size, staff, and scope. With 14 shelters, and hundreds of supportive housing units, Win will serves more than 10,000 homeless families annually - always with a trauma informed focus on providing programs and services they need to confidently regain their independence and succeed on their own. For more than 39 years, Win's mission has been to break the cycle of homelessness for families in New York City.