About Us:

Building Services 32BJ Benefit Funds (“the Funds”) is the umbrella organization responsible for administering Health, Pension, Retirement Savings, Training, and Legal Services benefits to over 100,000 SEIU 32BJ members. Our mission is to make significant contributions to the lives of our members by providing high quality benefits and services. Through our commitment, we embody five core values: Flexibility, Initiative, Respect, Sustainability, and Teamwork (FIRST). By following our core values, employees are open to different and new ways of doing things, take active steps to improve the organization, create an environment of trust and respect, approach their work with the intent of a positive outcome, and work collaboratively with colleagues.

For 2023 and beyond, 32BJ Benefit Funds will continue to drive innovation, equity, and technology insights to further help the lives of our hard-working members and their families. We use cutting edge technology such as: M365, Dynamics 365 CRM, Dynamics 365 F&O, Azure, AWS, SQL, Snowflake, QlikView, and more. Through this technology investment, we have gathered and analyzed thousands of data insights to influence health insurance legislation and propose new health policy. Our efforts have galvanized many leaders and the consensus is there is plenty more work to be done. 

Please take a moment to watch our video to learn more about our culture and contributions to our members: youtu.be/hYNdMGLn19A

JOB SUMMARY: 

Under the supervision of the Manager, IT Support, the IT Support Specialist I is responsible for providing initial technical support, applies systems analysis procedures, and computer systems assistance across various departments and Funds. This role will document incidents or service requests into our ticketing system, provide initial triage for incidents. If unable to resolve, they route or escalate incidents and requests to the appropriate department/staff for the efficient operation of shared services including HR, IT, Facilities and Business Intelligence teams. The ideal candidate will be articulate, have strong organizational skills, a customer service orientation, and the ability to manage multiple tasks concurrently.

ESSENTIAL FUNCTIONS:

• Learns incident and service request workflows, as well as the technologies used and supported by the Funds.
• Provides first point of contact assistance to Funds’ staff via telephone, email, or instant messaging.
• Creates new incidents and requests within our ticketing system for all incoming communications, provides support closure where possible, and if unable to resolve, routes or escalates incidents and service requests to their respective support areas (HR, IT, Facilities and Business Intelligence teams).
• Maintains accurate records of support requests, incidents, and resolutions.
• Performs ID verification for all security requests prior to changing passwords, providing access, or unlocking accounts.
• Diagnoses and resolves hardware and software issues.
• Assists with the setup, configuration, and maintenance of computer systems, including desktops, laptops, and peripherals.
• Assists to design, develop, analyze, and create the virtual desktop infrastructure, including hardware and software components based on end user specifications.
• Apply system analysis techniques and procedures to monitor the performance of the VDI environment, identify potential issues and recommend solutions to resolve them.
• Aid to develop and implement policies and procedures to ensure the security and reliability of the VDI environment.
• Performs routine maintenance tasks, such as software updates, system backups, and antivirus scans.
• Monitors and ensures the health and performance of IT systems.
• Guides users through basic troubleshooting steps and provides clear instructions for resolving common technical issues.
• Provides exceptional customer service to end users by being highly communicative and responsive, following scripted support guidelines, and answering IT contacts (e.g., phone calls, emails, chats, texts) in a courteous and professional manner.
• Understands and evaluates end-user needs, develops and proposes creative technical solutions, and utilizes escalation workflows as appropriate.
• Ensures end-user data protection integrity and confidentiality.
• Documents common issues and solutions in a knowledge base for future reference.
• Coordinates and follows up with other Funds and departments to ensure seamless support and request delivery.
• Participates in training and development opportunities to enhance technical skills and knowledge.
• Assist to maintain and manage computer asset inventory, ensuring that all equipment is set up and maintained within required specifications and Funds standards.
• Performs other tasks as required by management/supervisory staff.
• Provides support after hours, on weekends, and through on-call rotation as required.
   

QUALIFICATIONS: 

• Minimum 2 years of experience in a Helpdesk, IT Support, or Contact Center environment.
• Knowledgeable in computer hardware, operating systems, applications, and networks.
• Exposure with MDM, Windows, Windows Server, and Exchange. 
• Exposure with MS Office, Teams, One Drive, SharePoint Online, and MS Azure.
• Exposure with Active Directory configuration, printer server, LAN and WAN networks.
• Knowledge of diagnostic utilities and other research tools for troubleshooting and issue resolution.
• Familiarity with Microsoft Office 365 products (Outlook, Word, Excel…)
• BMC or ServiceNow ticketing system’s use is a plus. 
• Must be able to multitask and prioritize.
• Ability to work independently and as a team member with the IT staff.
• Good interpersonal communication and relationship-building skills.

Education and or Experience:  Associate’s degree in Computer Science or a related discipline. At least 2 years of experience in a Helpdesk, IT Support or Contact Center environment.

Language Skills:  Speak, read, write, and understand English. Spanish is a plus.

Mathematical Skills:  Good

Reasoning Ability:  High

Certificates Licenses, Registrations:  

• CompTIA’s A+ or Network+, and Microsoft Professional certification(s) are pluses.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Under 1/3 of the time: Standing, Walking, Climbing or Balancing, Stooping, Kneeling, Crouching, or Crawling
• 1/2 to 2/3 of the time: Sitting, Reaching with Hands & Arms
• Over 2/3 of the time:  Talking or Hearing
• 100% of the time:  Using Hands

Work Environments

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 1/3 to 2/3 of the time:  Work near moving or mechanical parts, exposure to radiation, moderate noise.