Technical Support Analyst

Technical Support Analyst

The Center for Justice Innovation is a nonprofit organization dedicated to advancing community safety and racial justice. Since 1996, we've worked alongside communities, courts, and those most directly affected by the justice system to build stronger, healthier, and more equitable neighborhoods. With a team of over 900 staff and an annual budget of $130 million, the Center carries out its mission through three core strategies:

1. Operating programs that pilot new ideas and address local challenges;
2. Conducting original research to evaluate what works—and what doesn't; and
3. Providing expert assistance and policy guidance to reformers across the country and beyond.

Backed by decades of on-the-ground experience and nationally recognized expertise, we bring innovative, practical, and lasting solutions to justice systems nationwide.

The Technology Department is seeking a Technical Support Analyst. Reporting to the Technical Support Manager, the Technical Support Analyst will provide front-line primary technical support to end-users on various technical issues and problems relating to hardware, software, and peripherals.

Responsibilities include but are not limited to:

• Provide exceptional customer service in-person, via phone and email as appropriate;
• Resolve help desk issues, including troubleshooting hardware and software issues;
• Open, track, document, escalate, resolve, and close each problem/inquiry/request in our service management system;
• Collaborate with other technical team members to provide excellent service to the user community;
• Walk users through steps to help them resolve their technical problems;
• Assist with onboarding and offboarding staff, including provisioning, configuring, and removing user accounts and hardware, managing system access, and assisting during the new employee orientation; and
• Additional relevant tasks, as needed.

Qualifications:

• Bachelor's degree in related field;
• 2+ years of hands-on experience working in an end-user desktop support role;
• Working knowledge of Google Workspace and other SaaS applications such as Jira and Slack, preferred;
• Expert knowledge in supporting Microsoft Windows 10 and 11, Active Directory, and Microsoft Office 365 applications;
• Strong customer service orientation with a helpful, solution-focused mindset;
• Basic understanding of networking fundamentals (e.g., IP addressing, DNS, VPN troubleshooting);
• Solid experience with imaging, provisioning, and onboarding devices in an enterprise environment using tools such as SCCM and Microsoft Intune;
• Experience enrolling and managing Android and Apple devices through mobile device management (MDM) solutions;
• Experience using ticketing systems (e.g., Jira) to track, prioritize, and resolve support requests;
• Proficient in using remote support tools (e.g., BeyondTrust) to troubleshoot and resolve end-user issues;
• Experience supporting and troubleshooting Dell hardware, including laptops, desktops, and docking stations;
• Excellent communication and documentation skills, with the ability to clearly convey technical information to both technical and non-technical audiences;
• Willing and able to travel to multiple sites across New York City and New Jersey as needed; and
• CompTIA A+ Certification is a plus.

Position Type: Full-time hybrid role working two days in office at our Midtown Manhattan location with potential travel within NYC, Newark, NJ and Syracuse.

Position Location: Midtown Manhattan.

Compensation: The compensation range for this position is $70,000 - $82,900 and is commensurate with experience.

Benefits: The Center for Justice Innovation offers an excellent benefits package including comprehensive healthcare with a national network, free basic dental coverage, vision insurance, short-term and long-term disability, life insurance, and flexible spending accounts including commuter FSA. We prioritize mental health care for our staff and offer services like Talkspace and Ginger through our healthcare plans. We offer a 403(b) retirement plan with a two-to-one employer contribution up to 5%.

The Center for Justice Innovation is an equal opportunity employer committed to fostering an inclusive and diverse workplace. We do not discriminate based on race, color, religion, gender identity, gender expression, pregnancy, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or any other category protected by law. We strongly encourage and welcome applications from women, people of color, members of the LGBTQ+ community, and individuals with prior contact with the criminal justice system. Our goal is to create a supportive and respectful environment where everyone, regardless of background or identity, feels valued and included.

At this time, the Center is unable to sponsor or take over sponsorship of an employment visa. All applicants must be legally authorized to work in the United States at the time of application and throughout the duration of employment.

Candidates are expected to provide accurate and truthful information throughout the hiring process. Any misrepresentation, falsification, or omission of material facts may result in disqualification from consideration, withdrawal of an offer, or termination of employment, regardless of when discovered.

In compliance with federal law, all hires must verify their identity and eligibility to work in the United States and complete the required employment verification form upon hire. Please refer to the job posting for relevant contact information. If contact details are not provided, we kindly ask that you refrain from inquiries via phone or email, as only shortlisted candidates will be contacted.