IT Help Desk and Training Coordinator (Hybrid - NYC metro area)

CSG Justice Center

IT Help Desk and Training Coordinator

Who we are:

The Council of State Governments (CSG) Justice Center works across the country to develop research-driven strategies to increase public safety and strengthen communities. To further this mission, we work with partners inside and outside of government to reduce crime and break the cycle of incarceration among youth and adults in contact with the justice system. We bring people from a range of systems and perspectives together to improve policy and practice. And we transform data and research findings into meaningful insights for decision-makers.

When you join the CSG Justice Center, you join an organization that is uniquely positioned to cultivate innovation and drive data-driven reform nationally. We have nearly 200 employees based in more than 30 states who have decades of experience working in and with criminal, juvenile, and Tribal justice agencies. We have provided housing, mental health, and addiction services; served as educators and in workforce development agencies; and supported victims and survivors of crime. We have served governors, state legislators, and members of Congress across the political spectrum. What binds us together is a shared commitment to our mission; to one another; to a common set of values; and to the national, bipartisan advisory board that guides our work.

Learn more about careers at the CSG Justice Center.

How you'll fit in:

The IT help desk and training coordinator will join the CSG Justice Center IT team and will be responsible for first response in answering, troubleshooting, and replying to help desk inquiries. This role is critical to helping our teams work quickly and effectively in support of the organization's goals.

This is a hybrid position working from New York City at least two days per week.

What you'll do:

Specific responsibilities of the IT help desk and training coordinator include the following:

• Provide technical assistance via in-person, remote, or telephone for all technology needs including computer hardware, applications, and related equipment.
• Monitor and respond quickly and efficiently to incoming IT requests.
• Prioritize and triage incoming IT requests based on IT staff availability and in line with applicable IT policies and procedures.
• Assist in providing technical support to all CSG Justice Center staff for all hardware and software products.
• Provide computing equipment and orientation for new staff. Perform recovery of computing equipment and archive data for separating staff.
• Document daily activities and complete required support documentation.
• Install and maintain hardware and software systems. Perform hardware/software upgrades and preventive maintenance under the guidance of senior IT staff.
• Maintain technical expertise using CSG Justice Center workstations, servers, and telcom equipment/systems. Ensure familiarity with all vital information, technology functions, and procedures.
• Perform backups and recovery procedures.
• Aid in maintaining CSG Justice Center staff phone system, voicemail, and related components.
• Monitor system performance across networks in conjunction with senior IT staff.
• Perform other tasks as assigned by IT management.

What you'll bring:

• Strong interpersonal skills including self-awareness, sensitivity and valuing others
• Dedication to public service with an unfailing commitment to act with civility, be nonpartisan in performing CSG Justice Center duties, and be a responsible steward of member and donor funds
• One year of experience in a help desk environment or in a similar IT customer service-based field and/or equivalent educational achievements 
• Experience with the MS 365 environment including Sharepoint/Teams management
• Experience with Windows and macOS operating systems
• Ability to identify and organize work according to priority