Helpdesk Technician

About Fountain House

Fountain House is built around the idea that community can meaningfully improve the lives of people living with serious mental illness. Each day, members come together to contribute, build skills, access opportunities, and develop friendships while staff and members jointly run employment, education, wellness, and other community programs. The organization’s model has been adopted in more than 300 locations across 30 countries and 32 states, and it supports more than 100,000 people worldwide. Fountain House also provides leadership in mental health recovery through a broad Community System of Care that includes Clubhouses in Manhattan, the Bronx, Hollywood, Harlem, care management services, Community Oriented Recovery and Empowerment Services, and a housing program that ranges from 24-hour supervised residences to scattered-site supported apartments. The organization is focused on reducing isolation, influencing mental health policy, and advancing solutions that help members thrive.

Role Overview

In this position, you will support the Manager, IT by delivering basic technical assistance and troubleshooting help to staff and members across Manhattan and the Bronx. This role contributes directly to maintaining reliable operations for a mission-driven organization focused on long-term support for people with serious mental illness.

This is a full-time, in-house role based in Hell's Kitchen, with occasional travel to Harlem and the Bronx.

Compensation is $22.36 per hour.

What You Will Do

• Provide entry-level troubleshooting for Windows 10, Windows 11, and Apple macOS systems.
• Prepare laptops for new employees, including initial setup and software installation.
• Handle password resets and help resolve account access problems.
• Set up and maintain UniFlow printing software for staff and members.
• Carry out basic ticket handling through NinjaRMM.
• Deliver first-line technical support and pass complex issues to the appropriate team member when needed.
• Offer remote support to other Clubhouses using Zoom and Teams.
• Record problems, actions taken, and resolutions in the ticketing platform.
• Travel to the Bronx and Harlem Clubhouses as required.

Who You Are

You enjoy working with people, systems, and practical problem-solving. You pay close attention to detail, take initiative before issues grow, and are committed to strong customer service. You are consistent, dependable, and take pride in meeting deadlines. You also believe people living with serious mental illness should have access to comprehensive support and the chance to shape their own future. A collaborative mindset that values inclusion, joy, accountability, and creativity will help you fit well with the team.

What You Bring

• A high school diploma.
• Preferred certifications or related training such as CompTIA A+ or Network+.
• Helpful experience with UniFlow, NinjaRMM, Windows, and Apple macOS.
• Background in customer service is an advantage.
• Strong verbal and written communication skills.
• Solid troubleshooting and problem-solving ability.

Why Join Fountain House

• Help strengthen marginalized communities and contribute to meaningful systemic change.
• Work with a team focused on innovation in mental health advocacy and reform.
• Gain access to mentorship, training, and professional growth opportunities.

Additional Information

Fountain House, Inc. is an equal opportunity employer.

Visa sponsorship is not available for this position at this time.

The responsibilities and qualifications listed here are not intended to be the only requirements of the role. Team members may be asked to carry out additional related duties as needed, and the organization may update the job description at any time. This description is not an employment contract.

Salary description: 22.36