Help Desk Technician

Position Title: Help Desk Support Technician

Department: Information Technology

Job Status: Full Time, Non-Exempt-Hourly

Reporting Relationship: Director of Information Systems

Supervisory Responsibilities: None

Typical Schedule: Primarily M-F Days, 9:30 am -6 pm. (40 hours per week) Must occasionally be willing and able to work flexible hours/days, including evenings and weekends, reflective of the dynamic schedule of the organization. Flexible work arrangements available (hybrid-remote/in office). Four days required in person at our Wayzata office. One day can be hybrid/remote, with expectation of travelling to sites, if needed. Occasional on-call duties.

Position Summary

The Information Technology Help Desk Support staff will provide IT support at Hammer Residences’ 59 group homes and central offices in Wayzata and White Bear Lake. All employees are expected to center, model and champion Hammer’s core values: Person-Centered, Relational, Opportunistic and Stewardship to provide people with intellectual and other disabilities the opportunity to live life to its fullest.

Primary Duties and Responsibilities

1. Technical Support & Assistance

• Monitor incoming tickets and alerts and respond accordingly.

• Manage the Help Desk Support Tickets through SharePoint

• Provide initial triage and elevate Help Desk Service Tickets as needed.

• Respond to support requests or system monitor alerts, which come in via multiple methods, including by phone and email.

• Assist with login issues, reset passwords.

• Engage staff with a professional, calm, patient, empathetic, and confident manner.

• Proactively follow up with clients to verify that issues have been addressed.

• Provide timely on-site technical support at a client’s office or site as needed and scheduled.

• Share where additional training/documentation is available when appropriate.

• Provides support to users on newly installed hardware and software systems and standard systems and routines, including standard office software products, e-mail, data and file management, network and Internet access and wireless technologies.

1. Troubleshooting & Evaluating Technology Issues

• Assess the severity level of help desk support tickets and communicate with correct stakeholders

• Troubleshooting techniques in Netsmart, Teams, SharePoint, Outlook, Word & Excel in to identify problems, investigate causes, and recommend solutions that are appropriate to the user and their needs.

• Participates in researching, analyzing, recommending, and deploying new technologies, hardware/software systems, tools, utilities and internal or external services.

• Stays abreast of new, relevant technologies and methodologies by attending training and meetings and research and reads technical literature. Stays current on network and user device security guidelines and procedures.

• Confer with end-users to discuss issues such as computer data access needs, security violations, programming changes and collaborate with other IT staff on possible solutions.

1. Manage IT Systems & Equipment

• Installation of technological equipment (PC's, printers, phones, etc.) at central offices , homes, and apartment sites.

• Performs job duties in compliance with network and data security guidelines and procedures. Understands the distinction between private/confidential and public data as it relates to HIPPA and MN Data privacy.

• Submit inventory changes on organization equipment including desktop computers, laptops, and cellular devices.

Essential Knowledge and Qualifications

• Proficiency with Microsoft Office suite, Adobe Acrobat, Windows 10 & 11, Microsoft Edge, and basic hardware management.

• Prior experience preferred in information technology support.

• Ability to learn and adapt quickly to all work situations.

• Physical demands include:

• Sitting for extended periods through an 8 hr shift

• Ability to lift 25 lbs.

• Frequent use of a telephone, frequent use of repetitive motion activities including typing on a computer keyboard

• Exceptional interpersonal skills and ability to communicate effectively throughout the organization; must be fluent reading and speaking English.

• Excellent organizational skills in preparing work guidelines.

• Self-motivated, with the ability to work independently, yet take direction, and work successfully in a team environment.

• Ability to remain positive and foster a positive work environment while facing pressure or demands from multiple directions.

• Must be cleared by a background check through the MN Department of Human Services.

• Experience, ability, and commitment to working with individuals and teams that are mixed across lines of difference such as race, gender-identity, sexual orientation, religion, ability, age, class, and immigrant status.