Desktop Support Specialist

The Desktop Support Specialist provides customer service and support for desktop and SaaS platforms, networking devices, software applications and communication systems. Responsibilities include requirements gathering, configuration, installation, upgrades and day-to-day support. The team member in this position must be able to adapt to changes in work environment and schedule with a positive attitude. They are able to handle several tasks at one time and maintain poise under stressful situations. The desktop support specialist seeks to ensure that the employees and volunteers of Habitat Metro Denver have reliable technology systems, devices, and applications, and support them in their day-to-day use. This team member must show familiarity and expertise in current technologies, cloud-based applications, collaboration tools and information sharing applications. The organization currently has systems in five locations across the metro area, and this position will require travel between those locations often.

Responsibilities

Customer Support

• Serve as the primary point of contact for employees and volunteers seeking assistance with technical issues, maintaining an accessible and professional support desk presence.
• Independently assess, prioritize, and resolve IT incidents and service requests received through the ticketing system, email, phone and chat, determining appropriate solutions and resolution paths.
• Diagnose and resolve hardware and software issues across laptops, iPads, peripherals, printers, Office 365 and other SaaS platforms, applying independent technical judgment to determine appropriate solutions.
• Develop and continuously improve IT documentation, processes, knowledge resources and self-service solutions, identifying opportunities to reduce recurring issues and improve the employee experience.
• Provide ongoing support during software rollouts and migrations.
• Document all support activities, including issue details, resolution steps and communication with end-users.
• Gather feedback from users to improve training effectiveness and system usability.

System Maintenance

• Maintain Habitat Metro Denver’s systems and software as well as cell phone, printer and network copier/scanners.
• Install new software releases and system upgrades, evaluate and install patches, and resolve software and hardware related problems.
• Communicate system changes and updates clearly to all end-users in a clear and understandable format.
• Maintain inventory of IT equipment and ensure proper asset tracking.

Onboarding & Training

• Conduct onboarding sessions for new employees on hardware, software tools, and platforms.
• Provide one-on-one or group training for hardware and software usage.
• Ensure all required software and hardware is ready for new employees on Day One.
• Collect and document all software and hardware received on employees’ last day.

Other Responsibilities

• Support the facilities manager with the operation and maintenance of Habitat facilities as needed; triage staff maintenance requests, set up and rearrange offices, and coordinate vendor maintenance visits.
• Other associated duties as required to help fulfill our mission in alignment with our Cultural Blueprint values.

Qualifications

• Familiarity with current technologies, and the ongoing desire to learn new technology quickly.
• Demonstrated ability to be a team player and willingness to lend a hand with any project.
• Strong communications skills to interact with all levels of the organization.
• Ability to represent oneself and the organization to vendors, partners and volunteers in a professional and respectful manner.
• Ability to work under pressure and meet deadlines.
• Ability to independently seek solutions but also work well in a team-based environment.
• Able to comfortably speak and present in front of a large group in person and virtually.
• Ability to organize, prioritize and budget time to meet commitment.
• Minimum 2 years of experience in an IT service-related position; Help Desk, Desktop Support, information systems, Field Service Tech, etc…
• Proficiency in Microsoft products and operating systems.
• Computer Science training or related field; or equivalent work experience is required.
• Training or experience in one or more of the following areas: Desktop hardware and software support; application accommodation; network design, installation and support; server hardware and software support.
• Training or experience in one or more of the following areas: Office 365; Microsoft Windows desktop; Microsoft Azure Active Directory; switched Ethernet topologies; Network technologies such as firewalls and VPNs; network routing and TCP/IP.
• A Bachelor of Technology degree could be beneficial in this role.

Compensation:

Starting pay range for this position is $24.40 - $27.45/ hr, with offers typically between the minimum to midpoint of the starting pay range posted depending on qualifications, internal equity and the budgeted amount for the role. The full range for this position is $24.40 - $30.50/hour.