Desktop Support Technician

Job Description

Job Description

JOB TITLE : Desktop & Tech Support

STATUS: Full Time

FLSA STATUS: Exempt

CUSTOMARY HOURS: Varies

HOURS/WEEK : 40

DIVISION: St. Vincent de Paul Center

DEPARTMENT : Information Technology

DIRECT SUPERVISOR : IT Senior Desktop & Tech Specialist

Mission

Marillac St. Vincent Family Services strengthens, empowers, and gives voice to those in need - in the Vincentian spirit of service - through education and comprehensive programs to build vibrant communities in Chicago.

Core Values

Our employees commit themselves as individuals to live out the core values of integrity, excellence, creativity, advocacy, respect, and empowerment in our daily work, as we serve the needs of others.

Integrity - Acting with transparency, humility, and honesty

Excellence - Providing quality care with compassion

Creativity - Being continuously resourceful and inventive

Advocacy - Supporting the cause of those who lack resources for a reasonable quality of life

Respect - Recognizing our own value and upholding the dignity and value of all people

Empowerment - Providing skills and resources to achieve full human development

Team Behaviors

1. Versatility – Understanding and appreciating different and opposing perspectives on an issue; adapting one’s approach as the requirements of the situation change; an eagerness for positive action; self-control; active listening.
2. A collaborative work model – Cooperatively working and sharing responsibility; contributing to the group effort; realizing a sense of commitment and ownership in the success of the organization’s goals.
3. Mutual accountability – Holds others accountable with their roles; provides and receives feedback and takes constructive action.
4. Client/customer advocate – Identifies opportunities to improve quality of services; presents oneself professionally.
5. Protects confidentiality & privacy – Respects and protects information about all staff and clients.

General Summary

Desktop and Technology Support will be the onsite owner of all technology needs of the organization, including all three locations (St. Vincent, Marillac, and Foglia). This includes monitoring, prioritizing, and resolving all user requests with the Help Desk to ensure minimal disruption to impacted staff and timely onboarding of new staff. Also proactively work with staff to build their technical acumen and integration of technology into our operations. Maintains and supports the overall integrity of the operating system environment, infrastructure, and supported systems as well as the maintenance, security, and tracking of all assets.

Duties & Responsibilities

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1. Provide personal computing support to users and respond to trouble tickets in the AIS service desk system.
2. Install or setup computers and software; perform problem resolution and maintain defined IT standards.
3. Frequent interaction with the end users using a high degree of patience and problem management techniques to solve problems.
4. Follow through on resolution with end users.
5. Research, resolve and respond to questions received via telephone calls, tracking system, and callbacks in a timely manner, in accordance with standards.
6. Escalate problems to appropriate individuals based on established guidelines and procedures.
7. Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.
8. Test and ensure applications are correctly installed and configured on the computer.
9. Provide accurate and creative solutions to user problems of moderate nature to ensure productivity.
10. Review and analyze situations by reviewing a variety of factors.
11. Recommends systems modifications to reduce user problems.
12. Escalates more complex problems when required.
13. Proficient with reporting software, such as Crystal software, and ability to create/customize reports to meet customers’ needs.
14. Administration duties and other duties as assigned.
15. Act with integrity and aspire to model our Core Values in the delivery of all services.

Job Requirements

Experience/Education

Bachelor’s degree preferred but not required, Associates degree and equivalent experience acceptable

Minimum of 1 year experience in the IT field roles that would support transition into this position

Non-profit experience preferred but not required

Qualifications

• Well-developed interpersonal, organizational, and problem-solving skills.
• Team player with a desire to provide a high level of customer service.
• Driven for results
• Able to work independently with minimal supervision.
• Thorough understanding of desktop hardware support and trouble ticket resolution.
• Basic knowledge of project management is a plus.

Language

Ability to read and speak English proficiently. Bilingual is a plus.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Required to drive to other locations to access end-users on-site.
2. May be required to lift and carry up to 50 lbs. of computer equipment.
3. Required to sit for extended periods of time; stand, walk, carry, and bend.
4. Close visual acuity (with correction, if needed) sufficient to work with and repair computers.
5. Manual dexterity to use computers, mouse, telephone, and other standard office equipment.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Typical internal office space; computer lab.
2. Classrooms and conference rooms.
3. The noise level in the work environment is usually low to moderate.