Technical Support Analyst I

The Technical Support Analyst I provides frontline technology support to ensure that GMHC staff have access to reliable, secure, and effective systems in order to serve clients and advance the organization’s mission. This role supports daily operations of computer hardware, software, and network services, and serves as a critical partner in maintaining uptime, protecting data integrity, and improving the end-user experience.

The ideal candidate is technically skilled, detail-oriented, and customer-focused, with the ability to communicate clearly across diverse teams. The Analyst supports all tiers of staff, promotes digital inclusion, and contributes to an IT environment that is equitable, secure, and aligned with GMHC’s values.

Essential Job Functions

The following duties are mandatory requirements of the job:

Tier 1 Help Desk Support

• Respond to user support requests via ticketing system, phone, email, or in person.
• Provide first-level technical support for hardware, software, peripheral, and connectivity issues.
• Maintain communication with users regarding ticket status, next steps, and resolution.
• Confirm completion of all support tickets through follow-up and closure.

Ticket Management and Documentation

• Address, escalate, and close assigned tickets in a timely manner, ensuring thorough follow-through and attention to detail.
• Accurately document all Help Desk actions and user interactions in the ticketing system.
• Contribute to internal documentation, including knowledgebase content for technical procedures, system updates, and troubleshooting guides.
• Record all technical activities related to projects, implementations, audits, and security events.
• Identify and report recurring issues to supervisors with relevant data points and trends.

Device and Software Support

• Configure, deploy, and support desktops, laptops, tablets, smartphones, desk phones, printers, A/V and presentation equipment, and other peripherals.
• Install, update, and support agency software, hosted applications, and cloud-based services.
• Participate in testing and deployment of new software solutions and upgrades in existing and new environments.
• Troubleshoot software installation or performance issues and resolve or escalate as needed.

User Account and Access Management

• Process ID creation requests for new employees and ID removals for separated employees.
• Assist with user account management, onboarding/offboarding, group permissions, and system access.
• Track and document account changes in accordance with internal security protocols and compliance standards

Compliance and Security Support

• Maintain a working understanding of the department’s role in the agency’s compliance framework, with a focus on HIPAA and IT security standards.
• Report potential security or compliance issues promptly to supervisor.
• Participate in documentation and review of change control processes, log audits, and incident tracking.

Training & User Experience

• Provide basic training to end users on agency systems, cybersecurity best practices, and how to troubleshoot common issues.
• Create and update user-facing resources such as how-to guides, quick reference sheets, and internal FAQs.
• Promote a responsive and inclusive helpdesk experience through professional, empathetic, and culturally sensitive support.

Communication & Collaboration

• Foster a learning-oriented and service-focused team environment through collaboration, feedback, and cross-training.
• Participate in IS team meetings and project briefings to remain current on department priorities and changes.
• Communicate effectively with users about ticket status, expected resolution timelines, and post-resolution steps.

Special Skills and Knowledge

Required

• 2–4 years of experience providing hands-on technical support in a customer-facing role
• Demonstrated ability to deliver responsive, solution-focused IT support to users with a wide range of technical proficiency levels
• Superior communication skills with a strong customer focus; proven experience supporting a broad and diverse internal customer base across departments
• Clear, professional, and engaging verbal and written communication; effective phone etiquette and in-person support presence
• Ability to explain technical issues and IT initiatives in plain language to non-technical users
• Strong interpersonal skills with the ability to remain patient, courteous, and empathetic in high-pressure or time-sensitive situations
• Excellent documentation of procedures, including ticket notes, support instructions, and troubleshooting steps
• Strong time management and task prioritization skills; able to manage multiple support issues simultaneously and meet deadlines
• Ability to work independently and with minimal supervision, demonstrating initiative and follow-through
• Committed to confidentiality, data integrity, and promoting equitable access to technology tools and support across the agency

Preferred

• Experience working in nonprofit, healthcare, or human services settings
• Familiarity with ITIL or similar service delivery frameworks
• Exposure to ticketing systems, remote support tools, and cross-platform environments

Education and Certification

• Associate’s degree or equivalent combination of education and 2–4 years of relevant experience required
• Bachelor’s degree in Information Systems, Computer Science, or related field preferred
• Certifications such as CompTIA A+, MCP, or equivalent are strongly preferred.

Technical Skills 

The ideal candidate should have the following technical competencies:

Operating Systems & Device Support

• Hands-on experience supporting Windows 10/11, macOS, iOS, and Android devices.
• Proficient in configuring, troubleshooting, and maintaining desktops, laptops, tablets, smartphones, and printers.
• Experience with hybrid environments including remote and on-site support scenarios.

Microsoft & Cloud Ecosystems

• Proficiency with Microsoft 365 applications, including Outlook, Teams, SharePoint, Word, Excel, and PowerPoint.
• Working knowledge of Azure cloud services and  administration.
• Experience with Azure Active Directory and Active Directory for identity and access management.
• Comfortable navigating cloud-based platforms and tools for account provisioning and system management.

Virtualization & Endpoint Management

• Experience supporting virtual environments such as VMware ESX, NSX, vSphere, and vRealize Operations.
• Familiarity with mobile device management tools, including Microsoft Intune or comparable platforms.
• Skilled in endpoint configuration, imaging, deployment, and monitoring across diverse systems.

Networking & Security

• Understanding of networking fundamentals including LAN/WAN, DNS, VPN, and TCP/IP protocols.
• Knowledge of cybersecurity best practices related to access controls, system hardening, and data privacy compliance (e.g.,      HIPAA).
• Familiarity with threat response procedures and participation in log audits or security event reporting.

Service Desk & Support Tools

• Experience using service desk ticketing systems for triage, escalation, and resolution of incidents (e.g., Zendesk, Fresh service, or Jira Service Management).
• Proficient with remote support tools for end-user assistance and device troubleshooting (e.g., TeamViewer, LogMeIn, or      similar platforms).
• Demonstrated ability to document technical procedures and contribute to a centralized knowledgebase for internal and      user-facing reference.

Work Environment & Schedule

• This is a hybrid position with required on-site presence several days per week to support equipment, end users, and infrastructure needs.
• Remote work is permitted at the discretion of the manager and is subject to departmental and agency needs.
• The role may require occasional adjusted hours to accommodate urgent support requests, infrastructure maintenance, or      project deployments outside standard business hours.
• Participation in agency-wide events, such as AIDS Walk New York, and support for internal meetings or tech setups may require in-person availability beyond regular scheduling.

Physical Demands

While carrying out the responsibilities of this role:

• Frequent use of computer, phone, and video conferencing systems
• Lifting and transporting computer hardware, peripherals, and other equipment (up to 40 lbs)
• Occasional crouching, kneeling, or reaching during hardware installations
• Sustained attention and mental effort during complex troubleshooting and multitasking
• Direct communication with staff requiring clarity, empathy, and technical translation
• Navigating office environments and technology spaces including server rooms and shared tech hubs.

GMHC supports a racial and gender-diverse environment which contributes to a positive and inclusive atmosphere. Working at GMHC requires a demonstrated awareness of and commitment to the concerns of the breadth of the communities that we serve and seeks candidates dedicated to promoting equity and social justice within our community.