IT Help Desk Associate

Brooklyn Defender Services (BDS) seeks a Help Desk Associate to join the IT team.

BDS is a public defense office representing low-income New Yorkers in criminal family immigration and civil legal matters. For nearly 30 years BDS has worked in and out of court to protect and uphold the rights of individuals and to change laws and systems that perpetuate injustice and inequality. Our legal expertise work with clients is focused on the intersections of these legal systems that disproportionately impact Black and Brown communities living in poverty.

BDS represents thousands of people each year who have diverse complex and multi-faceted legal addition to a zealous legal defense our interdisciplinary teams of attorneys social workers and advocates provide a wide range of legal and advocacy services including for housing public benefits education and employment. BDS staff work collaboratively and across disciplines to deliver high-quality legal services that serve the people we represent their families and communities.

The Help Desk Associate provides front-line technical support to BDS users by responding to incidents and requests reported by users through multiple channels : voice email IM etc.

Support includes but is not limited to : documenting all relevant information into the system of record; troubleshooting the issue within the parameters of best practice adopted by the IT department; reviewing and resolving assigned tickets; communicating and escalating issues using sound judgment and self-initiative; and deliver the highest level of customer service at all times with all users.

Responsibilities

• Support internal customers through responding to IT service tickets troubleshooting and providing other needed customer support.
• Resolve first-level end-user support issues.
• Apply knowledge of BDS applications such as Windows 11 Outlook MS Office Acrobat CMS and document management systems to troubleshoot and resolve problems.
• Troubleshoot user remote access problems e.g. VPN.
• Assist with installation and maintenance of hardware and software in a Windows environment.
• Create a call tracking ticket for every issue handled including all relevant information in a concise manner.
• Facilitate user account management by handling onboarding change and departure processes.
• Troubleshoot with vendor support to resolve technical issues.
• Configure test troubleshoot smartphones and other devices for domestic and international use ensuring that secured and adequate connectivity is available at the travelers destination.
• Assist with laptop imaging and configuration wipe devices according to BDS guidelines and restore laptop to original configuration upon return.
• Troubleshoot and resolve basic telephone equipment problems.
• Provide AV support - support conference rooms town halls (multi location large audience simultaneous conferencing) and video conferencing.
• Follow up with users to ensure issues have been satisfactorily resolved.
• Meet and exceed SLA standards : close tickets in a timely manner while upholding customer service standards.
• Communicate clear concise step-by-step procedures to users; document troubleshooting steps within tickets and share with others as appropriate.
• Process equipment and software requests and record asset information.
• Perform other duties as assigned.

Qualifications

Position Information

This is a full-time non-exempt salaried position in the collective bargaining unit. This position follows an 8-hour workday which may be scheduled anytime between 8 : 30 a.m. and 6 : 00 p.m. (typical shifts include 9 : 005 : 00 or 10 : 006 : 00). The position is based at either BDSs offices in Downtown Brooklyn or in Kew Gardens Queens but the Help Desk Associate will be expected to travel between offices from time to time.

BDS determines salary on a pay scale based on education and experience. The salary range for this position is approximately $67738-$76362. BDS offers comprehensive benefits including health insurance and a 403(b) retirement order to support work / life balance and family-friendly policies BDS has generous vacation sick holiday family and medical leave policies.

Application Instructions

Click Apply Now to submit a cover letter and resume. Please submit your application by December 5 2025.

Brooklyn Defender Services is a proud equal opportunity employer committed to celebrating diversity and maintaining an equitable and inclusive work environment. We strongly encourage candidatesof all identities expressions orientations disabilities and experiences to apply. If you need an accommodation due to a disability or another reason please contact the Managing Director of Human Resources Christina Wallace at cwallace @ .

Required Experience :

IC

Key Skills

user account,Active Directory,Customer Service,Information Technology,desk support,End user,Project Management,Phone Calls,service levels agreement,Desk Staff,Ltil,Procedures,Setup,hardware,Technical Support

Employment Type : Full-Time

Experience : years

Vacancy : 1

Yearly Salary Salary : 67738 - 76362