User Support Technician I

Reports to: Director of Information Technology

Department: Information Technology

Status: Full-time, Non-exempt

Note: Driver’s license is required for this position.

About Central Park and the Central Park Conservancy

Central Park is one of the most famous and beloved urban public spaces in the world. Designed by Frederick Law Olmsted and Calvert Vaux in 1857, the 843-acre park was the first purpose-built public park in the country and is a National Historic Landmark. The Central Park Conservancy, a private not-for-profit organization, was founded in 1980 to rescue the Park which had fallen into serious disrepair. Since that time, the Conservancy has overseen the investment of approximately $2 billion in the restoration of the Park, and now hosts over 40 million visitors a year.

The Conservancy’s mission is to preserve and celebrate Central Park as a sanctuary from the pace and pressures of city life, enhancing the enjoyment and wellbeing of all. The City of New York has formally entrusted the care of the Park to the Conservancy which is responsible for every aspect of the Park’s care, including landscape maintenance, capital improvements, and the visitor experience. Committed to sharing the best practices in urban park management, the Conservancy also serves as a resource for other NYC parks and for public-private partnerships around the world. The Conservancy employs approximately 400 people and has an operating budget of $120 million.

Job Summary:

The User Support Technician I provides technical level 1 through 3 support for all staff at the Central Park Conservancy. Responsibilities include troubleshooting hardware and software problems, installing desktop computers with standard software packages, working with all CPC employees to assist and enhance their computer skills. Support basic network configuration and wide area network infrastructure. Configure and support smart phones and mobile devices. Provide audio/visual set-up and support. Technicians will be working independently and with the IT Team and must work on-site 4 days per week. The person in this role is expected to learn our systems through working with the senior members of the IT department and is expected to become proficient in those technologies. This person is expected to ask questions and verify solutions, processes, and actions until they are comfortable and accurate acting autonomously.

Summary of Essential Job Functions

• Troubleshoot and solve computer (hardware/software) related problems by triaging and diagnosing technology related issues to determine solution methodology
• Spearhead solutions that require level 1 and level 2 support and escalate more complex issues to appropriate technology team members where necessary.
• Participate in technology projects including systems implementations, upgrades, and migrations in roles including hands on deployment, process creation and testing, documentation, and policy development.
• Prioritize emergency support needs against short term support tasks and project work.
• Setup and installation of new hardware and software at multiple sites.
• Perform basic Azure User, Intune, and Defender administration
• Assist Network Administrators in set-up of computers on Wide Area Network.
• Assist at park-based locations as needed by Director of IT.
• Communicate problems and solutions to CPC staff and to the Technology Department staff both verbally and in writing.
• Knowledge of Office 365 suite
• Uphold the security and privacy standards outlined by the Senior IT team
• Apple computer and mobile skills
• Provide emergency on-demand support and assistance to all CPC locations.
• Provide mobile device setup and support including MDM administration.
• Enhance user productivity through training and one-on-one instruction.
• Ability to track and prioritize requests via our tracking software and responsibility to document solutions and processes leading to solutions.
• Represent the goals of the IT department when it comes to requests and manage that aspect when necessary.

Qualifications:

• Bachelor’s degree or equivalent combination of education and experience
• 1 to 3 years of experience in a similar role
• Technical and problem-solving skills
• Computer/Windows skills
• Knowledge and experience working with Windows, Android and iOS (computers and mobile devices)
• Driver’s License required
• Knowledge of P.O.S. software, MDM, Azure, Intune, Defender, and PowerShell a plus
• Collaborative style; strong customer service skills
• Ability to analyze information
• Strong communication and troubleshooting skills
• Ability to lift 30 pounds

Salary range: $56K - $72K (based on level of experience)

DIVERSITY, EQUITY & INCLUSION

The Central Park Conservancy’s work is guided by the belief that Central Park, and all public parks, must be managed and actively protected as an inclusive and democratic space for all.

Working closely with our New York City partners, we will always strive towards creating and sustaining a sense of belonging for all visitors and advocating for equitable and accessible public use of the Park.

In service of this belief, we are committed to fostering a workforce and organizational culture that is as diverse as Central Park itself and the dynamic city it serves.

Safety Requirements

Establishment and maintenance of a safe work environment is the shared responsibility of this organization and employees at every level. The Conservancy will make every effort to assure a safe environment and comply with federal, state, and local safety regulations. Employees are expected to obey safety rules and to exercise caution in all their work activities. Accordingly, employees should be aware of any hazards, which could cause an injury or accident (e.g., spills, obstacles in walkways, etc.). If an employee discovers a potentially dangerous condition, he/she should alert other employees and notify his/her supervisor immediately.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.