Technical Support Associate

POSITION SUMMARY:

HIAS seeks a Technical Support Associate to provide technical support to users in all areas related to personal computers (PC), PC-related hardware/software, e-mail, mobile voice/data devices and the internal phone system. User support includes, but is not limited to, all device-related peripherals, software, enterprise class applications, audiovisual components, video conferencing and account administration. The Technical Support Associate provides IT assistance for Headquarters employees (New York, New York/Silver Spring, Maryland/Remote) in-person or virtual at their location, via telephone or using an electronic medium, such as email, chat, or remote support tools. The Technical Support Associate also conducts end user training on appropriate and efficient use of organizational systems and equipment.

ESSENTIAL FUNCTIONS:

• Installs, configures, troubleshoots, and repairs hardware and software according to the standards set by HIAS’ Information Technology (IT) department.
• Provides technical support to users for IT-related hardware and software.
• Diagnoses and corrects problems with PC hardware and software, with mobile voice/data devices and the internal phone system, coordinating vendor support when necessary.
• Keeps individuals informed as to the status of their request for IT assistance; records all requests in the appropriate helpdesk system.
• Ensures the daily optimal performance of all computer systems.
• Maintains, repairs, or replaces computing device-related peripherals.
• Maintains an up-to-date inventory of all organizational equipment.
• Sets-up equipment and domain accounts for employee use, ensuring installation of appropriate software.
• Confers with management, peers, and employees to establish requirements for new systems or enhancements to processes.
• Provides technical guidance and advice to management.
• Instructs and provides training to employees in the proper use of IT-related software and hardware.
• Supports, maintains, and repairs video conferencing and digital signage equipment and software.

QUALIFICATIONS & REQUIREMENTS:

• Associate degree in Computer Science or related field.
• A+ certification required; network certification preferred.
• 2-3 years of experience in a technology support environment.
• Previous experience in NGOs or private sector highly desired.
• Experience with Microsoft 365 platform and Zoom.
• Availability to work occasional after-hours and weekends for IT-related projects.

HIRING PROCESS:

We are committed to a fair and respectful hiring process, and we do our absolute best to respond to every applicant. We prioritize communication and transparency with all candidates, even those who are not moving forward. Here’s a snapshot of our hiring process:

Step 1: Submit your application!

Step 2: Phone screen with a HIAS recruiter.

Step 3: Video interview with the hiring manager.

Step 4: Video interview with a panel of HIAS employees.

Step 5: Online reference check with SkillSurvey.

Step 6: Offer and background check with Shield Screening.

Step 7: Start your professional journey with HIAS!

Note: Some of our hiring processes may vary, and not all candidates will advance to each step.

ABOUT US:

Over one hundred years ago, the Jewish community founded HIAS (originally the Hebrew Immigrant Aid Society) in New York City, the immigrant gateway to America. Supporting Jews fleeing persecution and poverty in Eastern Europe, our founders were guided by the traditions, texts and history of the Jewish people—a history of oppression, displacement and diaspora. HIAS has since helped generations of Jews facing violence because of who they were, and HIAS remains committed to helping Jewish refugees anywhere in the world. Today, our clients at HIAS come from diverse faiths, ethnicities and backgrounds, as do our staff. We bring our experience, history and values to our work across five continents, ensuring that refugees today receive the vital services and opportunities they need to thrive.

HIAS is a learning community, committed to diversity and inclusion. We do our work with integrity, accountability, transparency and a commitment to the highest ethical standards. We seek employees from diverse backgrounds and life experiences to join our teams located in the United States and across the globe. People who identify as BIPOC, people with disabilities, people from the LGBTQ+ community and people with lived experiences of forced displacement or immigration are all encouraged to apply. We are committed to building a diverse workforce that reflects our vision, mission and values.

VISION:

HIAS stands for a world in which refugees find welcome, safety and opportunity.

MISSION:

Drawing on our Jewish values and history, HIAS provides vital services to refugees and asylum seekers around the world and advocates for their fundamental rights so they can rebuild their lives.

VALUES:

Welcome • Acogimiento • Hospitalité • Hachnasat Orchim

We Welcome the Stranger

Justice • Justicia • Justice • Tzedek

We Pursue Justice

Empathy • Empatía • Empathie • Chesed

We Approach our Clients with Empathy

Partnership • Compañerismo • Coopération • Chevruta

We Believe in Changing the World through Partnership

Courage • Coraje • Courage • Ometz

We Act with Courage to Build a Better World

Resilience • Resiliencia • Résilience • Ruach

We Adapt and Thrive, Continuously Demonstrating our Resilience

DIVERSITY:

HIAS is committed to a diverse and inclusive workplace. As an equal opportunity employer, all qualified applicants will be considered for employment without regard to race, color, national origin, ethnic background, ancestry, citizenship status, religious creed, age, sex, gender, sexual orientation, physical disability, mental disability, medical condition, genetic information, marital status, registered domestic partner or civil union status, familial status, pregnancy, childbirth, military status, protected veteran status, political orientation, or other legally protected status.