Information Technology (IT) Service Desk Analyst

The Bronx Defenders (BxD)—an innovative, progressive, holistic defense office in the South Bronx—seeks an IT Service Desk Analyst.

Founded in 1997, The Bronx Defenders is a public defender nonprofit that has developed a nationally recognized model of representation called holistic defense, which provides people with teams of lawyers, social workers, and advocates to defend them zealously in court as well as to address the underlying drivers and enmeshed penalties of legal system involvement.

Since opening our doors, we have grown into an organization of more than 400 staff members defending nearly 20,000 New Yorkers each year in criminal, family, civil, and immigration proceedings who face incarceration, family separation, eviction, and deportation, among other devastating consequences.

Today we are reimagining the role of public defense even further, using community organizing and engagement, legislative advocacy, and impact litigation to partner with the communities we represent to bring about long-lasting systemic change.

We also share our model and lessons learned with current and future public defenders, run two legal clinics at NYC law schools and train public defenders throughout the country on how to move to a holistic model of representation.

Information Technology

Our Information Technology (IT) department is our first line of support in assisting our dedicated staff of attorneys, advocates, social workers, and administrative professionals. Our onsite help desk is a collaborative space for our staff to seek technical advice and access IT support. Ultimately, the work of our department helps to advance the needs of our clients and facilitate the process by which their legal teams support and advocate for them to reach their goals. As the leading office in providing holistic representation, we stay abreast of innovative technological tools and resources that are used to support our staff and clients as they navigate the criminal, family, immigration, and civil court systems. The IT department also plays an active role in onboarding new employees, conducting company-wide training on using use our services to support clients, and proactively mitigating and defending the organization against cybersecurity risks.

Responsibilities

Reporting to the IT Supervisor, the IT Service Desk Analyst joins a team that is responsible for assessing the technological needs of the office and designing and creating tools that provide support that helps to advance the Bronx Defenders’ mission and work. The Analyst provides key desktop and technological support to the organization and collaborates with employees at all external offices, at court and within BxD’s Campus. Additionally, the Analyst and all team members provide IT Management with additional information and support, as needed and directed.

• Support Tier I & II matters utilizing advanced technical troubleshooting and analysis methods such as
• PC Reconfigurations
• In-Cloud / On Site Software Installations
• Networking/Cabling IP Assignment Routing
• Assess, prioritize and resolve IT concerns and escalate serious issues to relevant stakeholders
• Document support tasks and ticket resolution efforts in the ticket tracking system
• Monitor the helpdesk ticketing system during business hours and respond to emergency IT issues
• Support phone systems (Including PBX Phone Systems - Mitel Models) and mobile device infrastructure
• Collaborate with internal departments to ensure that IT needs are met
• Perform daily asset management duties to control tech assets
• Determine proper installation parameters for software and hardware to ensure smooth integration, transition and efficiency
• Monitor and collect data on system and organizational performance
• Research and determine appropriate solutions for software and hardware issues
• Collaborate with project managers to assist and train staff members on technological best practices

Qualifications

Applicants must have:

• Minimum 4 years of IT experience, providing end-user support to both Mac and PC users, OR
• Undergraduate degree in engineering, computer science, information systems or related fields, and 1-2 years' experience in an IT support role
• Proficiency with help desk ticketing systems
• Thorough knowledge of Microsoft technologies including but not limited to Office 365, Teams, Power Automate, and Power BI
• Strong data analysis skills using systems such as; Power BI, MS Access, and Excel
• Experience administering cloud platforms such as Google and Microsoft
• CompTIA A+ Technician Certification
• Strong working knowledge of MS Windows and MS Office support and troubleshooting
• Strong portable device troubleshooting skills with Android, iPhone and iPad

Applicants must demonstrate:

• Working knowledge of Information Technology Infrastructure Library (ITIL) and Information Technology Service Management (ITSM)
• Practical understanding of Active Directory, Azure Active Directory & Name Services (AD-DS), Domain Name Service (DNS), and Single Sign-On (SSO) concepts
• Working experience administering Microsoft suite products including OneDrive/SharePoint and other cloud storage solutions
• Advanced knowledge of common office applications including printers, and copiers
• Advanced networking knowledge and concepts, including network switches and cabling
• Working knowledge of systems design and development
• Ability to think strategically and align operational needs with technology solutions
• Excel at working independently and collaboratively, including collaborating with employees and external contractors to advance technology operations and development
• Strong communication skills: verbal and written, including the ability to communicate with employees at all levels, across technical and non-technical roles
• Commitment to continuous learning: incorporating new tools and technologies as well as helping others excel at using ever-evolving technology and tools
• Ability to multitask, maintain order and meet deadlines in a fast-paced, high-stakes environment
• Ability to exercise excellent judgment, discretion, and confidentiality with sensitive matters
• Ability to receive constructive feedback, demonstrate introspection and shift behavior accordingly
• Ability to carry up to 50lbs of network/computer and related equipment

Preferred, but not required:

• Experience working in non-profit, legal, or social justice setting
• Microsoft Certified Systems Administrator (MCSA)

Salary is commensurate with experience. For candidates with 4-8 years of directly relevant experience, the salary range for this position is $75,000 - $90,000 annually. Full-time employees are also eligible for a comprehensive benefits package including but not limited to medical, dental and vision coverage; a 403(b) plan with employer contribution; a generous vacation, sick leave, and parental leave policy.

Approximately 70% of The Bronx Defenders' staff, including attorneys and non-attorneys, are represented by UAW Local 2325 - Association of Legal Aid Attorneys (AFL-CIO). This position is within the bargaining unit.

This position is non-exempt. By law, nonexempt employees are compensated hourly based on their annual rate and therefore are entitled to over-time, whereas exempt employees are not.

The Bronx Defenders is an equal opportunity employer and is committed to maintaining a workplace that embraces staff with a diversity of backgrounds, identities, and experiences. We acknowledge the ways in which systemic oppression and injustice can undermine access to professional opportunities and are committed to conducting hiring and promotion processes that are equitable and accessible to those commonly excluded from the workforce. We do not discriminate against and in fact specifically encourage applicants from marginalized communities to apply, including those who identify as Black, Indigenous, people of color, queer, transgender, gender non-conforming, disabled, neurodivergent, and those directly impacted by criminal, civil, family, and immigration legal systems. We value lived as well as professional experience and particularly welcome applications from the Bronx community that we serve.