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Job Purpose:
The Level I Technician will be responsible for Tier-1 response to user requests for PC assistance via phone support and ticketing system. End user support will be on a Windows based network within the office and various departments of the Archdiocese of New York, and over 50 remote offices. The Level I Technician relies on experience and judgment as well as pre-established procedures to identify, research, and resolve technical issues presented through level I and II Help Desk incidents.
Direct Supervisor: The Associate Director of Data Systems Center
Responsibilities:
- Troubleshoot Microsoft Windows desktop and notebook PCs
- Maintain excellent communication with all end users and other members of the technology department
- Install and configure software
- Provide support for iOS, Android, and Windows smart phone and tablet devices
- Respond to support requests from customers, and document issue resolutions in the help desk ticketing system
- Execute other assigned tasks as delegated by the Associate Director
- Provide VPN and DUO Mobile Support for remote users
- Perform password resets/unlock
- Walk customers through steps to achieve resolution
- Perform other duties, as assigned
Essential Skills and Abilities:
- Ability to clearly communicate technical concepts to non-technical people
- Ability to recognize, analyze, and effectively solve problems in a timely and organized manner
- Ability to multi-task in a fast-paced environment
- Ability to always maintain courteousness towards others
- Must be focused, motivated, flexible, and patient
Education/Experience:
- Associate’s degree in computer information systems, computer science, or related field
- 1-2 years of experience in setup, configuration, troubleshooting of desktop/notebook hardware and software
- Familiar with Microsoft Products including Office, Access, and Project
- Familiar with Microsoft Office 365 and Teams
- Knowledge of TCP/IP networking
- Knowledge of Active Directory concepts and administration
- Familiar with multi-factor authentication (mfa)
Compensation for this position is:
$22-25/hr
Interested candidates should send a cover letter and resume to:
Samuel.Lazare@archny.org