Company Overview: Founded as an orphanage in 1831, Rising Ground has been at the forefront of evolving community needs. Driven by the belief that each of us can thrive when life has hope and opportunity, Rising Ground provides caring support and proven paths to positive change, helping children, adults, and families rise above adversity, and each year, Rising Ground is a positive force in the lives of more than 25,000 individuals. We do this through 101 programs across 138 sites, throughout New York City and Westchester. Our strong belief and commitment to diversity is shown not just through our work with supported persons but is integral to the building of a strong staff that reflects the communities we serve. Rising Ground is headquartered in downtown Brooklyn

Job Summary: As part of the Help Desk Team, the IT Support Technician Level I will provide
exceptional customer service as the first point of contact by supporting staff with assistance related
to computer systems, hardware, and software by answering users' questions, training users on basic
system and computer functions, addressing system and user issues, and resolving issues in a timely
manne

• Seeking support technician with exceptional customer service skills
• Provide first-line technical support via phone and in-person
• Resolving issues where possible and escalating to the appropriate team via ticketing system
• Answering questions and triaging issues prior to escalation
• Creating tickets and documenting resolutions
• Creating requests into our ticketing system
• Create clear and concise instructions on basic troubleshooting of issues
• Troubleshooting, diagnosing resolving issues with hardware, software, and computers
• Supporting the IT department with an array of other tasks
• Other related tasks that may be assigned.

• Associates Degree in Computer Science or related Preferred
• At least 2 Years Experience in IT
• Strong oral and written communication skills
• Customer Service experience
• Strong knowledge of computer hardware/software (including Windows 10/11, Office 365)
preferred

Salary: $45,000.00

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

It is the policy of Rising Ground that the Agency wholly complies with equal treatment of all

employees and applicants for employment without unlawful discrimination as to an individual’s

perceived or actual race, creed, color, national origin, alienate, citizenship status, gender, gender

identity, age, disability, marital status, partnership status, sexual orientation, ethnicity, religion, or

veteran status in all employment decisions, including but not limited to recruitment, hiring,

compensation, training and apprenticeship, promotion, upgrading, demotion, downgrading, transfer, layoff and termination and all other terms and conditions of employment.