UC Technical Support Specialist II

Job Description

About the Role

Job Title: UC Technical Support Specialist – Level 2

Pay Range: $41.21 – $49.45 per hour

Department: Information Technology

Reports to: 988 Helpdesk Manager

Location: Remote

Schedule: M-F; 9am-5pm EST or 5pm-1am EST

This role is endowed/subsidized through June 2025, with the possibility of renewal based on performance and funding.

Formerly the Mental Health Association of New York City (MHA-NYC), Vibrant Emotional Health’s groundbreaking solutions have delivered high quality services and support, when, where, and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.

Position Overview:

Are you passionate about helping technical teams deliver value? Do you have experience working on an IT help desk? As a Technical Support Specialist at Vibrant Emotional Health, the leader in mental health innovation and suicide prevention, you will provide client hardware and software support and technical issue resolution for Vibrant sites throughout NYC.

Duties/Responsibilities:

Troubleshooting client-based hardware and software issues

Providing one-on-one end-user problem resolution over the phone

Troubleshooting networking issues

Setting up and maintaining communication hardware and systems (headsets, misc peripherals, etc)

Document operational procedures and standards for client support

Assisting IT Department with projects as needed

Required Skills/Abilities:

Must be team-oriented, possess a positive attitude, and have people skills

Have a genuine passion for providing excellent customer service and a problem-solving attitude

Computer systems Certifications a plus (Comp TIA A+, CompTIA Network+, CompTIA Security+, Microsoft 365, Fundamentals, Microsoft Technology Associate)

Required Qualifications:

An associate or bachelor’s degree in computer science or related field required or an additional 3 years of experience

At least 3-6 years of experience in a technical support position

Experience troubleshooting SaaS solutions

Experience with Genesys Cloud and Salesforce a plus

Advanced knowledge of Microsoft Office desktop and Office 365 online

Basic understanding of and experience supporting TCP/IP

Experience with Internet/Application Support/troubleshooting Browser-related issues

Experience supporting Microsoft Windows 10, Windows 11 and macOS

Basic understanding of Intel/AMD/Mac desktops/laptops and their architecture

Windows Server/Active Directory experience

Excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, pre-tax transit/parking, pre-tax FSA for medical and dependent care, and 401K available. 4 weeks’ vacation, plum benefits, etc.