Helpdesk IT Engineer

Helpdesk IT Engineer

Schedule

The working schedule for this position is Sunday to Thursday, 9am to 5:30pm or any continuous 5 days of the week.

Who We Are 

ACC is one of the nation’s largest open-admission animal shelters, whose mission is to End Animal Homelessness in NYC. We touch the lives of nearly 20,000 animals each year. ACC is more than an animal shelter; we are a resource to the community, always seeking ways to keep the human-animal bond intact. With a 90% placement rate, our progressive, life-saving initiatives contribute to the successful placement of our animals.  

We strive to find loving homes for homeless and abandoned cats, dogs, guinea pigs and rabbits, both by adopting animals directly to the public and by partnering with more than 200 dedicated animal placement organizations (our New Hope partners). We also help keep NYC communities safe and rescue animals in need, responding to emergencies that involve animals as well as keeping our doors open 24/7 for people and animals in need. 

Summary

The main responsibility of this position is to assist the Information Technology Team with helpdesk staff. This is primarily a technical position to provide support to the IT Helpdesk Engineers for basic secondary hands-on computer systems maintenance and helpdesk responsibilities.

Required Qualifications:

• Associates degree in Computer Science, Information Technology, or a related field required.
• 6 months of previous experience in a related field or possesses a professional certification in IT or a related field required.
• Ability to work flexible hours and days, including nights and weekends in order to provide helpdesk support.
• Positive, friendly, can-do attitude.
• Professional appearance and manner.
• Good interpersonal communication and telephone skills.
• Ability to work and collaborate with a team as well as work on independent projects.
• Demonstrated reliability and ability to multi-task.
• Good computer skills, including the Internet, and Microsoft Office programs.
• Travel required to all ACC locations throughout the five boroughs.
• Ability to work flexible hours and days, including nights and weekends in order to provide helpdesk support.
• Must be able to list a minimum of 50lbs.

Benefits 

ACC values work/life balance and offers a generous paid-time-off (PTO) package that includes vacation time, birthdays off, personal days and sick pay. We also value physical and mental health by offering a great open access Cigna medical, dental and vision insurance at a low premium to our employees as well as 401K and Pension, Life Insurance. We also have on-the-job training for 2-4 weeks, periodic all staff trainings to include safety, DEI, cross training, and other growth opportunities.  

Because ACC is a nonprofit, employees may be eligible for loan forgiveness, cancellation, and/or consolidation under the Public Service Loan Forgiveness program (PSLF). Created under the College Cost Reduction and Access Act of 2007, PSLF allows borrowers who work full time for nonprofits and government agencies to have their outstanding debt forgiven tax-free on Federal Direct Loans, after making 120 qualifying monthly payments under a qualifying repayment plan. 

Please use this link for more details on our benefits package. 

Essential Job Functions:

• Incident Management & Troubleshooting: Diagnosing and resolving hardware (computers, printers, peripherals) and software problems.
• Ticket Documentation: Logging, tracking, and prioritizing incoming support requests in a ticketing system to ensure timely resolution.
• User Support & Service Requests: Handling password resets, account unlocks, and setting up new user accounts or equipment.
• Remote & In-Person Assistance: Guiding users through solutions via phone, chat, email, or using remote-control tools. 

Other Responsibilities:

• Assist end users with tasks requested through helpdesk.
• Contact internal staff who request IT helpdesk support.
• Assist Helpdesk analyst with Installation and Testing End user hardware & software for example PCs, printers and telephones.
• Prepare basic IT instructions for users.
• Print Reports.
• Complete other duties as assigned by supervisor.
• Fear Free certification within 30 days of hire.
  

Preferred Qualifications:

• Bachelor’s degree preferred.
• Professional IT Certifications in areas of interest to ACC IT department and two years’ experience working for a helpdesk department preferred.

Work Environment

ACC has shelter locations across the 5 boroughs and a corporate headquarters in downtown Manhattan. This position is located at ACC’s Bronx Care Center but includes working and training at any of ACC’s shelter locations within New York City. Because ACC houses hundreds of animals across its facilities at any given time, visits to our Care Centers involve exposure to fur, odors, and other airborne particles.  

Reports To: IT Manager

Overtime: This is a non-union position and is eligible for overtime.