Technical Support Specialist I


 Position Title: Technical Support Specialist I Pay Range: $27.47 - 38.30 Department: Technology Reports to: Manager, Helpdesk Schedule: Full-time; 9am - 5pm, 1am - 9am EST Vibrant Emotional Health’s groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.

Overview: The Technical Support Specialist I provides client hardware and software support and technical issue resolution for all Vibrant sites throughout NYC. Duties/Responsibilities: Troubleshooting client-based hardware and software issues.  Providing one-on-one end-user problem resolution over Zoom Sessions or Phone. Troubleshooting networking issues.  Troubleshooting communication hardware and systems (headsets, misc. peripherals, etc.).  Document operational procedures and standards for client support.  Assisting the IT Department with projects as needed.  Additional duties as assigned.  Required Skills/Abilities: Experience troubleshooting SaaS solutions. Experience with Genesys Cloud and Salesforce a plus. Basic knowledge of Microsoft Office desktop and Office 365 online. Basic understanding of and experience supporting TCP/IP. Experience with Internet/Application Support/troubleshooting Browser-related issues. Experience supporting Microsoft Windows 10, Windows 11 and macOS. Basic understanding of Intel/AMD/Mac desktops/laptops and their architecture. Must be team-oriented, possess a positive attitude, and have people skills. Have a genuine passion for providing excellent customer service and a problem-solving attitude.

An associate or bachelor’s degree in computer science or related field required or an additional 3+ years of experience in lieu of degree. 1+ years of experience in a technical support position. Computer systems Certifications a plus (Comp TIA A+, CompTIA Network+, CompTIA Security+, Microsoft 365, Fundamentals, Microsoft Technology Associate).

Must be able to remain in a stationary position 50% of the time Will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer Will frequently communicate over video calls with internal and external stakeholders 
 We determine base pay through a comprehensive review of skills, experience, education, certifications, geographic location, and other relevant factors. The range listed reflects the compensation parameters for the role and does not represent the full compensation package. A complete overview of compensation and benefits will be provided by the Talent Acquisition team during the hiring process. Full time employees will be eligible for excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, employer paid disability insurance, employer paid life insurance, pre-tax FSA for medical and dependent care, and 401K available. Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role. Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation,