Overview

The Bronx Defenders (BxD)—an innovative, progressive, holistic defense office in the South Bronx—seeks an Information Technology (IT) Associate.

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 our services to support clients, and proactively mitigating and defending the organization against cybersecurity risks.

Description

The Bronx Defenders is seeking a thoughtful, creative, and dedicated IT Associate to join the IT Department, providing Level 2 support to attorneys, advocates, and administrative staff. This role and the entire IT team is focused on supporting the technology needs of the organization.

Broadly speaking, the IT Associate, Level 2 prioritizes the needs of the office, providing responsive and effective technology support, as well as be supportive of The Bronx Defenders’ mission.

The IT Associate, Level 2 provides advanced desktop, systems administration, and technology support to the organization, working under the direction of the IT Supervisor and IT Management.

This role is a Level 2 support resource, handling day to day and escalated technical issues, assisting with administration of organizational technology platforms, supporting IT projects, and collaborating with fellow IT team members. However, support levels identify primary responsibility and technical depth and do not limit operational responsibilities. The IT Associate, Level 2 assists with Level 1 support, floor coverage, deployments, and general support tickets when staffing levels, ticket volume, or organizational needs require it.

Responsibilities

Providing advanced desktop and end-user support by responding to technical issues in a timely and effective manner
Reviewing the ticket tracking system and resolving assigned Level 2 and escalated support requests
Supporting Level 1 IT Associates with troubleshooting, escalation, technical guidance, and ticket resolution
Providing Level 1 support and floor coverage when operational needs, staffing levels, or ticket volumes require additional assistance
Troubleshooting complex issues involving Windows, Microsoft 365, applications, mobile devices, printers, conferencing systems, phones, and other organizational technology.
Assisting with the administration and support of Microsoft 365 services, including Microsoft Entra ID, Exchange Online, Teams, SharePoint, OneDrive, and related services.
Assisting with endpoint management, device configuration, software deployment, and security policies through Microsoft Intune and related management platforms
Supporting user identity, access, licensing, group membership, authentication, and account-management processes
Supporting onboarding, offboarding, workstation deployments, equipment replacements, and technology moves
Assisting with endpoint security, vulnerability remediation, patching, compliance, and organizational security initiatives
Escalating infrastructure, networking, security, or highly complex technical issues to the IT Supervisor, IT Management, or managed service provider as appropriate
Coordinating with managed service providers, vendors, systems administrators, and other technology partners when troubleshooting or implementing changes
Documenting support activities, troubleshooting steps, system configurations, and ticket-resolution efforts in the organization's IT service-management and documentation systems
Creating and maintaining technical documentation, knowledge-base articles, standard operating procedures, and support guides
Performing asset-management duties as required, including device assignment, inventory control, asset tagging, audits, and equipment lifecycle management
Participating in technology implementations, migrations, testing, deployments, and other IT projects
Identifying recurring technical issues and recommending improvements, automation opportunities, or changes to support processes
Assisting with mentoring and training IT Associates and other junior IT staff
Performing additional IT support, administrative, project, and operational duties as required

Qualifications

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field preferred, or equivalent combination of education and professional experience
Approximately 3–5 years of experience providing desktop support, systems administration, technical support, or related IT services
Strong working knowledge of Microsoft Windows and Microsoft 365
Experience supporting or administering Microsoft Entra ID, Exchange Online, Teams, SharePoint, OneDrive, and related Microsoft services preferred
Experience with Microsoft Intune, endpoint management, device configuration, or mobile-device management preferred
Strong troubleshooting skills across desktop hardware, software, mobile devices, printers, conferencing equipment, and common office technologies
Working knowledge of identity and access management, authentication, permissions, and account administration
Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi, VPN, and basic network troubleshooting
Experience with IT service-management and ticketing systems
Experience with asset-management systems and procedures, including asset tagging, assignment, inventory, and audits
Ability to troubleshoot complex technical problems independently while recognizing when escalation is appropriate
Ability to provide guidance and technical assistance to junior IT staff
Strong written and oral communication and organizational skills
Ability to document technical processes clearly and consistently
Ability to handle multiple priorities in a high-volume work environment
Strong customer-service orientation and ability to work effectively with staff possessing varying levels of technical knowledge
Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft certifications, or equivalent are preferred but not required
Ability to lift and carry computer and related equipment as required

Candidates must demonstrate

Ability to effectively and respectfully communicate, collaborate and connect with people with various backgrounds
Ability to work well independently as well as collaboratively with lawyers and non-lawyers
Strong working knowledge and ability to provide support and troubleshoot in Windows, Microsoft Office, SharePoint and Outlook
Strong Android, iPhone, and iPad troubleshooting skills
Broad range of troubleshooting knowledge of common office applications, such as printers and copiers
Knowledge of networking and cloud platforms
Experience with asset management systems and procedures such as asset tagging, labeling, and audits
Ability to multitask, maintain order and meet deadlines in a fast-paced, high-stakes environment 
Meticulous attention to detail
Ability to think critically and creatively in fast-paced settings, finding innovative solutions to unique obstacles
Ability to receive constructive feedback, demonstrate introspection and shift behavior accordingly
Ability to exercise good judgment, discretion, and confidentiality with sensitive matters

Preferred but not required

Experience working in a non-profit, legal, or social justice setting
Microsoft Certified Systems Administrator (MCSA)
A+ certification
Experience with videoconferencing, audio/video, phone support, and cabling
Ability to lift and carry up to 50lbs of network/computers and related equipment

Salary is commensurate with experience. For candidates with 2 - 4 years of directly relevant experience, the salary range for this position is $72,100 - $ 73,645.00 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 overtime, whereas exempt employees are not.

To apply, please submit a resume and cover letter in one document. Your resume will be used to determine your salary based on the number of years of directly relevant professional experience and should include all relevant professional experience. Applications without a cover letter will not be considered.

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.

The Bronx Defenders

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Information Technology (IT) Associate, Level 2