Help Desk Manager
Job Details
LIC - Long Island City, NY

Title:                          Help Desk Manager

Unit:                           IT

Reports to:                Chief Technology Officer  

Status:                        Full Time; Regular; Exempt

Location:                    Long Island City, NY



Position Summary:

The Help Desk Manager must perform a wide variety of evaluation, maintenance, installation and training tasks to ensure the computer network performance meets company and user satisfaction. The Help Desk Manager will also provide direction, information, and recommendations regarding local network configurations and installations.


Essential Duties and Responsibilities:

  • Onboarding and off boarding process with Human Resources department and Network Engineers
  • Configuration of company e-mail on Personal mobile devices
  • Addresses and troubleshoots issues escalated up by Associate Network Engineers
  • Assists with the inventory management of software licenses, software and Hardware
  • Offsite travel to handle priority issues at other organization locations
  • Promotes responsible usage and care of Organization equipment
  • Administration of Microsoft Office 365 & Cloud Ally (email backups)
  • Copier and printer server configuration
  • File server and security permissions
  • Hardware purchasing and vendor relations
  • Mobile device laptop security and purchases
  • Local network account management with Human Resources and Chief Technology Officer
  • Spam filter security configuration and monitoring
  • Antivirus security and monitoring
  • Group policy and Active Directory configuration and upkeep
  • Special events audio and projector set-up; video conferencing
  • Windows update rollouts and configuration
  • Monitors JIRA Helpdesk Support System and assists when needed
  • Other duties as assigned
  • Minimum of 5 years’ hands-on experience with workstation support and servers support in a 200+ user environment
  • Minimum of 5 years’ experience of troubleshooting client-side and server-side networking and connectivity issues
  • Strong MS Outlook, MS Office and application support skills, including strong anti-virus and anti-spyware support knowledge
  • High school diploma or equivalent (some college preferred)
  • Excellent customer service skills.



Supervisory Responsibilities:

Manages 1-2 employees and oversees work of vendors.

Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and engaging employees; addressing employee relations and resolving problems.


Travel Requirements: You are required to travel to our Harlem location and other court locations.


Physical Demands:

May require heavy lifting at times, 50+ pounds.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The responsibilities and requirements listed are representative of the knowledge, skills, minimum education, training, licensing, experience and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.


The Fortune Society is an Equal Opportunity Employer.  All qualified applicants will be afforded equal employment opportunities without discrimination because of conviction history, race, religion/creed, color, national origin, sex, age, disability, sexual orientation, gender identity, military status, predisposing genetic characteristics, victim of domestic violence status or marital status.