Level 1 Support Engineer bei Family & Children’s Agency (FCA)

Family & Children’s Agency (FCA) is a nonprofit human service organization that is committed to increasing the social and emotional well-being of our clients – people throughout Fairfield County. Our Agency builds better lives by offering more than 30 programs that meet needs across all ages, delivering services to more than 13,000 people each year. Our clients reside primarily in Norwalk, Wilton, Darien, Westport, Weston, New Canaan, Stamford, and Greenwich. Our Home Care and Foster Care programs provide assistance to residents throughout Fairfield County, and the Adoption program is both nationwide and international. 

Our Mission is to partner with individuals, families, organizations and communities to build better lives. 

Employees enjoy a wide array of benefits that make up our competitive compensation package. Part-time employees are invited to participate in our benefit offerings once they meet the minimum hour threshold. Once eligible, we are proud to offer generous employer contributions to our medical plans, employer paid Life & LTD policies, FSA, Dependent Care and our 401K with a match. All employees are invited to participate in our employee discounts to multiple organizations along with our EAP program, employee appreciation events along with wellness incentives and challenges! FCA is a public service loan forgiveness approved employer! 

This is a 3 day/week, part-time in-person position reporting directly to our Chief Financial Officer who oversees IT and Facilities. The position will be located in our Norwalk office. Travel to other Norwalk office will be required regularly and on occasion, there may be a need to travel to our Branford office.

Position Summary:
 Level 1 Support Engineer will possess a broad technical knowledge of physical and virtual desktops with excellent customer service.
 Provide Level 1 help desk support to end users and resolve problems to the end user’s satisfaction. During problem escalations, act as a liaison between the user and Level 2 support until the issue is resolved.
 
 
Responsibilities

• Monitor help desk software for tickets assigned to your queue and process based on priority
• Reset user’s password, profile and virtual session
• Modify configurations, utilities, software, printers, default settings, etc. for the local workstation or thin client
• Utilize and maintain the help desk software
• Install, test and configure telephones, workstations, peripheral equipment and software
• Manage setup and deployment for new employees using standard hardware and software
• Perform on-site hardware and software deployment and support as required
• Conduct new hire orientation for IT

Required Skills:

• Minimum 2+ years’ experience in troubleshooting and resolution of software and hardware problems.
• Ability to professionally interact with all users
• Strong written and verbal communication skills
• Knowledge of Windows 10, MAC OSX, Active Directory, Citrix XenApp and XenDesktop
• Microsoft Office 365 Suite
• Ring Central phones, desktop and laptop computer hardware and Dell Wyse thin clients
• Must have reliable transportation to be able to visit all office locations. 

 Hourly Rate: $35/hour

 If you are interested in learning more about how you can join our talented group of diverse employees, please visit our website to view this job posting and apply. To learn more, visit our website and check out our opportunities! 
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