Technical Support Analyst

THE OPPORTUNITY

The Technology Department is seeking a Technical Support Analyst. Reporting to the Technical Support Manager, the Technical Support Analyst will provide front-line primary technical support to end-users on various technical issues and problems relating to hardware, software, and peripherals.

Responsibilities include but are not limited to :

• Provide exceptional customer service in-person, via phone and email as appropriate;
• Resolve help desk issues, including troubleshooting hardware and software issues;
• Open, track, document, escalate, resolve, and close each problem / inquiry / request in our service management system;
• Collaborate with other technical team members to provide excellent service to the user community;
• Walk users through steps to help them resolve their technical problems;
• Assist with onboarding and offboarding staff, including provisioning, configuring, and removing user accounts and hardware, managing system access, and assisting during the new employee orientation; and
• Additional relevant tasks, as needed.

Qualifications :

Position Type : Full-time hybrid role working two days in office at our Midtown Manhattan location with potential travel within NYC, Newark, NJ and Syracuse.

Position Location :   Midtown Manhattan.

Compensation :  The compensation range for this position is $70,000 - $82,900 and is commensurate with experience.

Benefits : The Center for Justice Innovation offers an excellent benefits package including comprehensive healthcare with a national network, free basic dental coverage, vision insurance, short-term and long-term disability, life insurance, and flexible spending accounts including commuter FSA. We prioritize mental health care for our staff and offer services like Talkspace and Ginger through our healthcare plans. We offer a 403(b) retirement plan with a two-to-one employer contribution up to 5%.