IT Help Desk Technician

Job Title

Consistent with the mission and values of Network for Life, provides on-going tier one support for hardware, software, network equipment, servers and related services for member organizations. Delivers high quality end-user support and participates in end user equipment maintenance.

Responsibilities

• Troubleshoots and supports member organizations end user hardware and software applications.
• Troubleshoots and supports all applications while also escalating to proper team as needed.
• Understanding of IT principles and ability to communicate technical concepts effectively to a varied audience.
• Assists the Systems Administration Team as needed in supporting network equipment (i.e. routers, switches, access points, etc.).
• Logs all incidents/requests clearly in IT Support tickets while also assigning incoming tickets to the proper team as needed.
• Supports documentation and tracking of IT inventory for incoming and outgoing member organizations, excluding network equipment.
• Participate in after-hours on call in rotation with other staff.
• Completes new user setup, including configuration of IT equipment, installing required software and programs, providing login access and ensuring new user functionality.
• Orients new users to member organizations information systems and provides initial IT and equipment training.
• Provides ongoing end-user training as needed on software, computers, printers, and cell phones.
• Assists in the set-up, maintenance and repair of PC hardware such as laptops, monitors, printers, keyboards, etc. and audiovisual equipment such as projectors, televisions and recording devices.
• Other job duties as assigned by the IT Support Supervisor and/or Manager of Customer Experience and Relationship Management

Requirements

Education and Experience:

• High school diploma or equivalent required.
• Strong technology skills and knowledge of electronic equipment including computer hardware, software, applications, and programming such as Microsoft Office Suite, including Outlook and Teams, as well as other virtual platforms or related software.
• Must have the ability to complete multi-step processes in a high stress environment and demonstrated ability to maintain confidentiality.
• Experience in IT support, help desk, or technical troubleshooting preferred.
• Proven ability to apply strong problem-solving and critical thinking skills to analyze and resolve complex challenges.
• Delivers exceptional customer service by effectively communicating with clients, resolving concerns promptly, and ensuring a positive customer experience.

Business Systems Knowledge:

• Microsoft Office 365 applications (Word, Excel, PowerPoint, Access, Outlook, Sharepoint, One Drive, Skype)
• Microsoft server applications
• LAN/WAN networking technologies
• Telecommunications such as IP phone systems, cell phones and related equipment
• Unified Communications as a service

Key Attributes:

• Effective communications and interpersonal skills
• Ability to collaborate and function effectively in a team environment
• Good problem solving and analytical skills

Work Environment:

Work is typically performed in a standard office setting working at a desk or table on a level surface. May be required to work more hours than normal during a regular workweek depending on workload and deadline requirements. This position requires regular reaching, bending and walking. Travel within our member organizations donation service area is required. Majority of travel will be round-trip within a typical business day. Due to travel, position may be exposed to outside weather factors. An individual should be able to lift up to 50 lbs and be able to sit or stand for extended periods of time.