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Summary
This position will be supporting Catholic Charities with level one incoming support needs from internal clients’ with desktop, network equipment phone systems, and software applications. The position works under the direction of the IT Department management and will be a member of a Support/Service Desk team that consists of one other technician.
Essential Functions
- Manages end-user expectations.
- Provides exceptional customer service.
- Provides remote technical support via telephone and remote access tools.
- Documents all work completed in service tickets.
- Creates and maintains good technical documentation.
- Provides end-user training and writes end-user SOPs to enhance productivity.
- Maintains excellent communication with the end-users, Service Manager, and other team members.
- Participates in after-hours on-call support on a rotating schedule.
- Other duties as assigned.
Qualifications
- Post-secondary education required.
- Desktop Support Experience: examples are supporting desktop operating systems (predominantly Microsoft-based) & end-user applications.
- User & E-mail Management Experience: familiar with adding, modifying, and removing user accounts in Active Directory, Exchange, & Office 365.
- Server Support Experience: familiar with initial troubleshooting of server-related issues.
- Understanding of networking technologies: Ethernet & wireless.
- Self-motivated when tickets/tasks are assigned; creates a task list; and works that list with minimal guidance. Reporting back to the Service Manager & end-users on progress/issues.
- Exceptional communication, documentation, time management, & task management skills
- Ability to work with diverse and/or low income populations, including those who may be experiencing homelessness, unstable housing, and/or mental illness required.
Catholic Charities is an Equal Opportunity Employer
Catholic Charities does not discriminate against applications on the basis of race, creed, religion, sex, color, gender, nationality, age, marital status, disability status, status with regard to public assistance, membership or activity in a local commission, sexual orientation or preference, ancestry, familial status, or any other legally protected group.